Contact Center Quality Engineer

About the Role We are seeking an experienced Contact Center Quality Engineer to support the development and enhancement of a large-scale enterprise contact center platform. This role will focus on quality engineering across voice, chat, email, routing, integrations, omnichannel experiences, and AI-assisted features . The ideal candidate has strong QA fundamentals combined with hands-on experience testing contact center or telephony environments.

Responsibilities Design and maintain test plans, test cases, and regression suites based on requirements and technical designs Perform functional, integration, regression, end-to-end, and exploratory testing Test contact center functionality across voice, chat, email, routing, and other channels Test REST APIs, webhooks, and system-to-system integrations Reproduce, document, and track defects through resolution Validate platform changes and support release/UAT activities Perform platform migration and feature-parity testing Troubleshoot issues using logs, SQL, and network/telephony diagnostic tools Contribute to automated testing and CI workflows Communicate test coverage, defects, and release risks to technical and business stakeholders Required Qualifications 3+ years of experience in Software QA / Quality Engineering Hands-on experience testing Contact Center, Telephony, or CTI systems Experience with platforms such as Genesys, NICE, Five9, Avaya, or Cisco Strong experience with API and integration testing Experience with test automation using Python and/or JavaScript Experience with Git, SQL, log analysis, and defect tracking tools Experience with automation frameworks such as Playwright, Selenium, or pytest Strong troubleshooting and documentation skills Preferred Qualifications Knowledge of SIP, RTP, VoIP, call flows, and routing Experience with Cyara or similar voice/channel testing platforms Experience with tools such as Wireshark, sngrep, sipgrep, or HOMER Omnichannel journey testing experience Experience testing AI/ML-assisted features such as intent classification, routing, or summarization Platform migration or feature-parity testing experience Familiarity with Splunk, Grafana, Prometheus, or Datadog Linux and networking knowledge, including TCP/IP, DNS, firewalls, and QoS ITIL/ITSM or formal change-management experience Education Bachelor's degree in Computer Science, Information Systems, Telecommunications, Engineering, or a related field.

A Master's degree is preferred.