Quality Assurance Engineer (Contact Center Experience!)

Quality Assurance Engineer (Contact Center Experience!)

Location: Baltimore, MD / Charlotte, NC / Irving, TX / Evansville, IN (Must be located within 30-40 miles of location to be considered)

Type: Contract-to-Hire

Overview

Optomi, in partnership with a national consumer finance leader undergoing a cloud contact center transformation, is hiring a QA Engineer to stand up testing and automation as the organization migrates from Avaya/Alvaria to NiceCX One (CCaaS). This net-new role exists because test cases are currently undocumented and tribal. You will be the primary tester/SME, building lightweight tools and automation that let the team inject, run, and report test cases in 5–10 minutes—not hours.

Experience of the Right Candidate

• 4–5 years building testing tools and automation in contact center environments (IVR/ACD, voice routing, dialers, recording, agent desktop/CRM flows).
• Strong automation/scripting with Python or Java (both acceptable).
• Proven enterprise tenure with reputable companies; comfortable operating independently as the primary tester.
• Hands-on development experience (not just using tools) to create custom harnesses/scripts (Hammer-like approach acceptable; specific vendor tool not required).
• Ability to translate business workflows into test cases, document clearly, and produce concise, decision-ready reports.
• Nice to have: performance/load testing (e.g., JMeter/Cyara/LoadRunner), familiarity with SIP/RTP, log analysis, and synthetic call generation.

Responsibilities of the Right Candidate

• Build a lightweight test harness/tooling (scripts/CLI or simple UI) to:
• Inject parameterized test cases on the fly (Python/Java).
• Automate agent logins, IVR paths, call routing, CRM/dialer interactions, and call recording checks.
• Execute targeted suites quickly with clear pass/fail, artifacts, and logs in 5–10 minutes.
• Stand up the automation framework for the NiceCX One migration: smoke, regression, integration, and business-flow tests aligned to real-world use.
• Convert tribal knowledge into a version-controlled repository of test cases, data sets, and procedures; keep it living and current.
• Validate end-to-end call flows (IVR → ACD/queue → agent desktop/CRM → recording), including edge cases and failovers.
• Analyze logs/metrics to isolate defects; partner with telephony/CRM/CCaaS engineers to triage and drive fixes through release.
• Produce concise test reports and dashboards consumable by technical and business stakeholders.
• (Bonus) Define and run performance tests to surface capacity, latency, and concurrency constraints ahead of cutovers.
• Act as the contact center QA SME on a team with no existing automation, establishing standards and best practices that others can adopt.

Seniority level

• Mid-Senior level

Employment type

• Contract

Job function

• Engineering and Information Technology

Industries

• IT Services and IT Consulting

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