Role Summary Owns quality assurance and release validation for the TLCx LaunchPad Core Components platform, with a focus on the contact center platforms in use (Genesys, NICE, or Five9). Validates that new client setting builds, configuration changes, and integration updates meet production standards before reaching a live client account. This role is testing and release-process focused - it does not require software development, SQL/database work, or reporting-tool experience. Key Responsibilities Develop and maintain end-to-end test plans covering voice/IVR, omnichannel routing, digital channels, CRM integrations, and reporting accuracy Execute functional test scenarios for new client environment builds — routing logic, IVR flows, queue behavior, recording, reporting accuracy Perform regression testing for platform updates against established baselines Execute cross-channel testing for customer experience continuity across voice, chat, SMS, and social Test security/compliance configurations: recording compliance, PII redaction, access controls, audit logs Test API integrations under simulated load — response times, error handling, retry behavior Own the release process — coordinate build, test, and deployment stages across the Build/Application 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 Required Qualifications 3–6 years of QA or release engineering experience for contact center, telecommunications, or enterprise software platforms Experience testing CCaaS platforms (Genesys, NICE, Five9, Cisco, or Amazon Connect) in multi-client or BPO environments Hands-on experience with API testing tools (Postman, SoapUI, or equivalent) Proficiency in test case management and defect tracking tools (Jira, Azure DevOps, or equivalent) Strong analytical and documentation skills Understanding of telephony fundamentals (SIP, ACD routing, call flows) Preferred Qualifications Direct contact center domain experience (agent-facing operations, KPIs/reporting) is a strong plus, though not required if QA fundamentals are solid ISTQB Foundation or Advanced certification Experience with automated functional testing frameworks for web-based contact center applications 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: Brian Theusch, Application Pod Lead

📌 CCaaS QA Engineer - Contact Center Platform (Telangana)
🏢 SummitNext Technologies Sdn Bhd
📍 Telangana