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.