Senior QA Engineer – Functional System Testing & Contact Center Domain

Senior QA Engineer – Functional System Testing & Contact Center Domain

Company Description

Engineering the AI-powered enterprise. With AI and cloud-native solutions, BETSOL accelerates cloud transformation for enterprises across 17+ countries. BETSOL holds several engineering patents, and is recognized with industry awards. BETSOL maintains a net promoter score that is 2x the industry average.  

BETSOL’s open source backup and recovery product line, Zmanda (Zmanda.com), delivers up to 50% savings in total cost of ownership (TCO) and delivers best-in-class performance.  

BETSOL Global IT Services (BETSOL.com) builds and supports end-to-end enterprise solutions, reducing time-to-market for customers.  

BETSOL offices are set against the vibrant backdrops of Broomfield, Colorado and Bangalore & Belagavi, India.  

We take pride in being an employee-centric organization, offering comprehensive benefits and opportunities.

Learn more at betsol.com

Job Description

About the Platform

This role supports Contact Center as a Service (CCaaS) — a cloud-native, AI-driven customer experience platform delivering omnichannel customer engagement, intelligent routing, conversational AI, workforce optimization, analytics, and agent desktop capabilities. The platform follows an Agile/Scrum delivery model, with fast-paced delivery, frequent releases, and CI/CD deployment pipelines.

 

About the Role

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 within Contact Center domain workflows on a SaaS cloud platform. The ideal candidate must possess strong critical thinking abilities, exceptional exploratory testing mastery, and a proven track record of uncovering complex, customer-impacting defects across distributed enterprise systems.

 

This role focuses heavily on validating real-world customer journeys, multi-system integrations, omnichannel workflows, backend processing, APIs, data consistency, and enterprise-scale business scenarios within a cloud-based contact center platform.

 

The candidate must demonstrate an investigative testing mindset with the ability to challenge assumptions, identify hidden risks, design high-value test scenarios, and execute advanced exploratory testing techniques across complex integrated systems.

 

Responsibilities

• Design and execute comprehensive Functional, System, Integration, and End-to-End test scenarios for complex contact center workflows.
• Apply heuristic-driven, Mind Map Driven Test Exploration and advanced risk-based exploratory testing across distributed enterprise systems.
• Identify 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.

Qualifications

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.

Additional Information

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. The candidate should demonstrate strong domain understanding, technical curiosity, exceptional exploratory testing capability, and a relentless focus on delivering high-quality, stable, and customer-centric releases.

 

Experience Level

Senior Level