Quality Assurance Engineer

Quality Assurance Engineer

Overview

We are seeking a highly skilled Quality Assurance Engineer to ensure the quality, reliability, and performance of customer experience and business automation solutions. This role is responsible for validating contact center applications, conversational AI solutions, APIs, automation workflows, and integrated enterprise platforms.

The ideal candidate has experience in both manual and automated testing, strong analytical and troubleshooting skills, and a passion for delivering high-quality software. Exposure to contact center technologies, Generative AI applications, and cloud-based platforms is highly desirable.

Key Responsibilities

Contact Center Solution Testing

• Perform end-to-end testing of customer service applications, including voice, chat, IVR, agent desktop, routing, self-service, and workflow automation solutions.
• Validate customer journeys and ensure seamless user experiences across multiple communication channels.
• Test integrations between contact center platforms and enterprise systems such as CRM, ticketing, analytics, and workforce management solutions.

API Testing

• Validate RESTful and GraphQL APIs for functionality, reliability, security, and performance.
• Design and execute API test scenarios using tools such as Postman, SoapUI, or equivalent platforms.
• Verify data integrity and system interoperability across integrated applications.

Test Automation

• Design, develop, and maintain automated test frameworks and regression suites.
• Create reusable automated test scripts for web applications, APIs, workflows, and customer experience platforms.
• Continuously improve test coverage and optimize testing efficiency through automation.

Generative AI Evaluation and Testing

• Evaluate Generative AI-powered applications, virtual assistants, and conversational solutions for accuracy, relevance, safety, and compliance.
• Validate AI responses against defined business requirements, guardrails, and user experience standards.
• Identify hallucinations, bias, prompt vulnerabilities, and edge-case scenarios.
• Support AI model validation, prompt testing, and continuous quality improvement initiatives.

Incident Management and Triaging

• Investigate, reproduce, and validate production defects and incidents.
• Perform root cause analysis and work closely with development, operations, and product teams to resolution.
• Support incident triage activities, defect prioritization, and post-incident validation.

Software Testing and Quality Assurance

• Develop and maintain comprehensive test strategies, test plans, test cases, and test scripts.
• Execute functional, regression, integration, system, user acceptance, and exploratory testing.
• Create and maintain test data and testing environments to support quality assurance activities.
• Conduct performance, scalability, and reliability testing to ensure solution stability.
• Validate security, compliance, and data privacy requirements.

Documentation and Reporting

• Document test results, defects, risk assessments, and quality metrics.
• Provide clear testing reports and recommendations to stakeholders.
• Maintain audit-ready QA documentation and testing artifacts.

Continuous Improvement

• Identify opportunities to improve QA processes, tools, and methodologies.
• Promote quality best practices across development and product teams.
• Contribute to the adoption of automation, AI testing strategies, and quality engineering initiatives.

Qualifications

Required

• Bachelor's degree in Computer Science, Engineering, Information Technology, or related field (or equivalent experience).
• 3+ years of experience in Software Quality Assurance, Quality Engineering, or Software Testing.
• Strong understanding of software testing methodologies, processes, and best practices.
• Experience with manual and automated testing approaches.
• Hands-on experience in API testing using Postman, SoapUI, or similar tools.
• Experience with test automation tools such as Selenium, Cypress, Playwright, JUnit, TestNG, or equivalent.
• Experience working with defect tracking and incident management platforms such as Jira, Azure DevOps, or ServiceNow.
• Strong problem-solving, analytical, and troubleshooting skills.
• Excellent communication and documentation abilities.

Preferred

• Experience testing contact center, customer service, customer experience, or workflow automation solutions.
• Exposure to Generative AI application testing, prompt validation, and AI quality evaluation.
• Experience with performance testing tools such as JMeter, LoadRunner, or equivalent.
• Familiarity with cloud platforms such as Google Cloud Platform (GCP), Microsoft Azure, or AWS.
• Knowledge of CI/CD processes and DevOps practices.
• Experience testing enterprise integrations and distributed systems.

Key Skills

• Contact Center Testing
• API Testing
• Test Automation
• Incident Management & Triaging
• Generative AI Evaluation & Testing
• Functional Testing
• Regression Testing
• Integration Testing
• Performance Testing
• User Acceptance Testing (UAT)
• Defect Management
• Root Cause Analysis
• Jira / ServiceNow
• Selenium / Cypress / Playwright
• Postman / REST API Testing
• Cloud Platforms (GCP, Azure, AWS)

Disclaimer:

Philtech uses AI to assist with candidate screening, resume parsing, and interview support. Final hiring decisions should always involve human review and judgment.

Personal information is securely managed in accordance with applicable data privacy laws and company policies, and is used exclusively for recruitment purposes.