Quality Engineer Contact Center Solutions

Job Title : Quality Engineer Contact Center Solutions

Location : Remote

Role Overview

We are looking for an experienced Quality Engineer to ensure the quality and reliability of enterprise contact center solutions. The role involves hands-on testing of NICE CXone, Kore.ai, and Salesforce, validating end-to-end customer journeys, APIs and data validation, and leading test status communications with clients.

The ideal candidate will combine strong technical testing skills with ownership, customer engagement, and communication abilities and exposure to automation.

Key Responsibilities

Contact Center Testing

• Perform functional, integration, system, regression, and UAT testing of contact center applications
• Test platforms individually and validate end-to-end omnichannel flows across:
  • NICE CXone (IVR, ACD, call routing, agent desktop, reporting)
  • Kore.ai (bot conversations, intents, NLP accuracy, dialog flows)
  • Salesforce(case management, CTI integration, screen pops, workflows)
• Validate CRM, bot, and telephony integrations to ensure seamless customer experience

Test Design & Execution

• Review business and technical requirements and create:
  • Test scenarios and test cases
  • End-to-end customer journey validations
• Execute manual test cases and analyze results
• Identify, log, track, and retest defects with clear documentation

Test Management & Tools

• Use ALM / Quality Center or similar tools (e.g., Jira, Azure) for:
  • Test case management
  • Defect tracking
  • Test execution reporting
• Maintain traceability between requirements, test cases, and defects

Required Skills & Qualifications

• Strong experience testing in Omnichannel Contact Center Solutions
• Hands-on experience with ALM or other test management tools
• Experience in API testing and data validation
• Strong understanding of SDLC, STLC, and Agile methodologies
• Client & Stakeholder Engagement
  • Lead test status calls with clients and internal stakeholders demonstrating testing results, defect analysis, and validation evidence to clients
  • Collaborate closely with developers, architects, and product teams to resolve issues