Senior QA Analyst – IVR & Contact Centre Testing

Job Responsibilities

• Analyze business, functional, and system requirements to develop effective testing strategies for contact centre and IVR applications.
• Develop, execute, and maintain comprehensive test plans, test cases, and test scripts for contact centre platforms and voice-based applications.
• Perform functional, integration, system, regression, end-to-end, and User Acceptance Testing (UAT).
• Validate IVR call flows, automated voice prompts, menu navigation, call routing, call transfers, and customer interactions.
• Test contact centre functionality, including inbound and outbound calls, agent workflows, and customer service processes.
• Validate integrations between IVR systems, contact centre platforms, CRM applications, and backend systems.
• Collaborate with Business Analysts, Developers, Solution Architects, and Business Stakeholders to ensure solutions meet business requirements.
• Identify, document, track, and verify defects through resolution using established defect management processes.
• Support testing activities throughout the full software development lifecycle, from planning and design through production implementation.
• Prepare status reports highlighting testing progress, risks, issues, and mitigation strategies.
• Develop and maintain testing documentation, including test plans, test results, business scenarios, and requirements traceability matrices.
• Work closely with cross-functional teams to troubleshoot issues and resolve defects.
• Contribute to continuous improvement initiatives by identifying opportunities to enhance QA processes, testing standards, and automation practices.

Required Qualifications

• University degree or college diploma in Computer Science, Information Technology, Business, or a related field is preferred.
• Experience as a QA Analyst, Senior QA Analyst, QA Consultant, or QA Manager.
• Hands-on experience testing contact centre applications and IVR (Interactive Voice Response) systems.
• Experience with C-CASS or comparable contact centre platforms, with direct C-CASS experience strongly preferred.
• Strong understanding of IVR functionality, including call flows, call routing, voice prompts, menu navigation, and call transfers.
• Experience performing functional, integration, regression, system, and end-to-end testing.
• Experience validating integrations between contact centre applications and other enterprise systems.
• Strong understanding of QA methodologies, SDLC, and STLC.
• Experience creating test plans, test cases, test scripts, and defect reports.
• Experience with manual testing; automation testing experience is considered an asset.
• Excellent analytical, troubleshooting, and problem-solving skills.
• Strong written and verbal communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Experience working independently and collaboratively within cross-functional teams.
• For QA Manager candidates: Previous experience leading QA teams, mentoring team members, managing testing activities, and driving quality initiatives.

Nice to Have

• Experience with contact centre platforms such as Genesys, Cisco UCCE/UCCX, Avaya, Amazon Connect, or similar technologies.
• Knowledge of telephony technologies and protocols, including VoIP, SIP, and DTMF.
• Experience with Computer Telephony Integration (CTI).
• Experience testing CRM and customer service application integrations.
• Experience with API testing tools such as Postman or SoapUI.
• Knowledge of SQL and database validation.
• Experience with test automation tools such as Selenium, Tosca, or UFT.
• Experience working on telecommunications, banking, or large-scale customer service projects.

Perks & Benefits

• Hybrid work model
• Open concept work environment
• Training and professional development opportunities
• Competitive compensation
• Exceptional career growth potential
• Flexible health benefits
• Unlimited gourmet coffee
• Game zone (video games, ping pong, foosball)

Job Location: Markham, ON

How to Apply

Please send your resume in confidence through the job posting.

Due to the high volume of applications, only qualified candidates will be contacted.

Applications will not be acknowledged in writing.

In accordance with the Accessibility for Ontarians with Disabilities Act (AODA), Miipe strives to ensure that all recruiting processes are non-discriminatory and barrier-free. If you require any accommodation, please advise the Recruiter in advance of attending the interview.

At Miipe, we don't just accept difference—we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products, and our community. Miipe is committed to having accessible recruitment practices for all of our job candidates.

Miipe is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or veteran status. If you require accommodation at any stage throughout the recruitment process, please let us know.