QA Engineer

Job Role : QA Engineer

Location : Frisco, TX - Onsite

Duration : Long Term Contract

About the Role:

We are seeking a detail-oriented and experienced QA Tester with a strong background in testing call center technologies and tools. The ideal candidate will be responsible for ensuring the quality and performance of our contact center solutions, including IVR systems, ACD platforms, CRM integrations, and omnichannel communication tools.

Key Responsibilities:

• Design, develop, and execute test plans and test cases for call center applications and systems.
• Perform functional, regression, integration, and performance testing on call center platforms.
• Validate IVR call flows, voice prompts, and routing logic.
• Test CTI (Computer Telephony Integration) and CRM integrations (e.g., Salesforce, Zendesk).
• Verify data accuracy and call logs in reporting and analytics tools.
• Collaborate with developers, business analysts, and operations teams to understand requirements and resolve issues.
• Document defects clearly and track them through resolution using tools like JIRA or Azure DevOps.
• Participate in UAT and production validation activities.

Required Skills and Experience:

• 3+ years of experience in software testing, with at least 2 years focused on call center technologies.
• Hands-on experience with tools such as:
• IVR platforms (e.g., Genesys, Avaya, Cisco UCCE, NICE inContact)
• ACD systems and call routing
• CTI integrations
• CRM systems (e.g., Salesforce, ServiceNow)
• Call recording and analytics tools
• Familiarity with SIP, VoIP, and telephony protocols.