Senior QA Engineer – Functional System Testing & Contact Center Domain

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 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. 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. 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.