Quality Assurance

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Key Responsibilities Perform end-to-end testing of contact centre applications (voice, chat, email, and digital channels), Validate IVR call flows, call routing, agent desktop functionalities Execute functional, regression, UAT testing for contact centre platforms, Work closely with developers, product owners, and business teams to identify and resolve issues, Create and maintain test plans, test cases, and defect reports in tools like JIRA or TestRail, Ensure voice quality, latency, and call handling performance meet defined SLAs, Participate in API testing for backend services supporting contact centre operations, Required Skills Strong in Manual Testing, Strong understanding of Contact Centre platforms Should have database knowledge (sql) Knowledge of Chatbot/Virtual Agent testing across voice and chat channels, Experience using JIRA, Confluence, or similar test management tools, Strong analytical and troubleshooting skills, Good To Have Exposure to Google Contact Center AI (CCAI), Dialogflow, or Omnichannel platforms, Basic understanding of cloud platforms (AWS Connect, Google Cloud, or Azure), Test automation knowledge using Python, Selenium, or Robot Framework, ISTQB or equivalent testing certification, Familiarity with VoIP protocols (SIP, RTP) and telephony concepts (ACD, DID, DNIS), Contribute to automation frameworks for regression testing (if applicable), Hands-on with API testing tools (Postman), What We Offer Competitive salaries and comprehensive health benefits Flexible work hours and remote work options Professional development and training opportunities A supportive and inclusive work environment