QA Engineer - Contact Center Applications

Role Summary Owns quality assurance and release validation for a US-based client's core enterprise platform, a broad QA role covering the full range of testing activities across the application: functional, regression, integration, system, security, and API testing. IVR/contact center testing is one part of the scope, not the primary focus, this role needs someone who can validate an entire enterprise platform end-to-end, not just voice/call-flow components. Contact center or CCaaS platform exposure is a plus, but general enterprise QA depth matters more than specific platform experience. Key Responsibilities Develop and maintain end-to-end test plans covering the full application: UI, backend, APIs, integrations, and reporting Execute functional, regression, integration, and system testing across releases Test security/compliance configurations: access controls, data protection, audit logs Test API integrations under simulated load, response times, error handling, retry behavior Perform database/backend validation using SQL Own the release process, coordinate build, test, and deployment stages across the team Maintain release calendar, change management documentation, and pre-deployment validation checklists Own defect lifecycle from identification through production verification Maintain quality dashboards: test coverage, defect density, regression pass rates, release readiness Conduct post-deployment validation for production releases Where applicable, validate voice/IVR and omnichannel routing functionality as part of broader platform testing Required Qualifications 3–6 years of QA experience testing enterprise software platforms (web, API, backend/database) Strong hands-on experience with functional, regression, and integration testing Hands-on experience with API testing tools (Postman, SoapUI, or equivalent) Working knowledge of SQL for backend/database validation Proficiency in test case management and defect tracking tools (Jira, Azure DevOps, or equivalent) Strong analytical and documentation skills Preferred Qualifications Experience testing contact center or CCaaS platforms (Genesys, NICE, Five9, Cisco, or Amazon Connect) is a plus, but not required Experience in regulated or enterprise environments (healthcare, banking, telecom) ISTQB Foundation or Advanced certification Background in change management and release coordination (ITIL or equivalent)  Location: India - Brick & Mortar Facility (Bengaluru, Hyderabad, or Pune) Engagement: Contract to Hire | 12-Month Initial Contract Level: Mid (3–6 years experience) Reports To: Application Pod Lead (US-based client)