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 environment 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