Role Overview :

We are seeking a highly skilled and detail-oriented Senior QA Engineer with deep expertise in Functional System Testing, End-to-End (E2E) Validation, and Integration Testing with Contact Center domain workflows in a SaaS cloud platform.

Core Responsibilities :

- Design and execute comprehensive Functional, System, Integration, and End-to-End test scenarios for complex contact center workflows.

- Expertise in heuristic-driven, Mind Map Driven Test Exploration and advanced risk-based exploratory testing across distributed enterprise systems.

- Proven capability in identifying intermittent, concurrency, resiliency, and workflow integration defects.

- Validate omnichannel customer journeys including voice, chat, email, routing, reporting, analytics, agent desktop, and supervisor workflows.

- Perform deep integration testing across APIs, microservices, databases, event streams, backend services, and third-party systems.

- Apply advanced exploratory testing techniques to uncover edge-case defects, workflow inconsistencies, concurrency issues, and hidden integration failures.

- Drive critical-thinking-based testing by identifying risk areas, unusual user behaviors, negative scenarios, and high-impact business failure points.

- Design extensive test permutations and combinations across configurations, workflows, user roles, deployments, and data variations.

- Perform backend validation using SQL/NoSQL databases and log analysis to validate data integrity and transaction consistency.

- Analyze production-like customer workflows and simulate real-world operational scenarios under complex enterprise configurations.

- Execute regression, impact analysis, sanity, and cross-functional validation for releases, patches, and hotfixes.

- Collaborate closely with Product Management, Development, DevOps, and Architecture teams to clarify requirements and improve product quality.

- Create high-quality defect reports with strong root-cause analysis, reproducibility, business impact assessment, and troubleshooting details.

- Participate actively in Agile ceremonies, release readiness reviews, and quality risk discussions.

Key Technical Expectations :

- Strong expertise in Functional Testing, System Testing, Integration Testing, and End-to-End Testing methodologies.

- Strong understanding of Contact Center domain workflows and enterprise communication platforms.

- Hands-on experience validating distributed cloud-based applications and microservices architectures.

- Excellent exploratory testing capability with investigative and analytical mindset.

- Experience designing complex test matrices, scenario permutations, and workflow combinations.

- Strong debugging and troubleshooting skills using logs, APIs, databases, and monitoring tools.

- Good understanding of REST APIs, backend validation, and integration points.

- Experience validating customer-facing workflows across UI, backend, and data layers.

- Experience working in Agile/Scrum environments with fast-paced release cycles.

- Ability to independently drive quality initiatives and identify product risks proactively.

Preferred Experience :

- Prior experience in Contact Center, Unified Communications, CX, or SaaS platforms.

- Exposure to omnichannel communication systems and enterprise workflow validation.

- Experience with cloud platforms such as Azure, AWS, or GCP.

- Understanding of enterprise-scale integrations and distributed systems behavior.

- Knowledge of monitoring, observability, and production diagnostics tools.

Behavioral Expectations :

- Strong ownership mindset and accountability toward product quality.

- Exceptional analytical and critical-thinking skills.

- Ability to challenge assumptions and think beyond documented requirements.

- Excellent communication and collaboration skills across cross-functional teams.

- Ability to work under pressure and manage multiple parallel testing activities.

Ideal Candidate Profile :

- The ideal candidate is a highly investigative QA professional who thrives on breaking complex systems, uncovering hidden defects, and validating enterprise-grade customer workflows with precision and depth.