Principal QA Engineer

Responsibilities

• Execute and process test scripts to identify quality issues across assigned projects
• Coordinate testing efforts with project team members during System Integration Testing (SIT) phases
• Conduct functional testing during SIT prior to User Acceptance Testing (UAT) handover
• Manage and track defects using internal QA applications, ensuring full traceability to requirements
• Perform triage, troubleshooting, and root cause analysis to distinguish defects from enhancements
• Collaborate with Project Managers, Architects, Developers, and client teams to ensure timely defect resolution
• Provide accurate testing estimates, influence project timelines, and deliver ongoing testing metrics
• Ensure the quality and completeness of all test artifacts and documentation

Requirements

• Bachelor's degree in Computer Science, Business, or a related field
• 5+ years of testing experience specifically within a contact center environment
• Strong expertise in System Integration Testing (SIT) and Functional Testing
• Proven experience with defect lifecycle management and root cause analysis
• Hands-on experience with Genesys or other Contact Center platforms
• Exposure to cloud-based solutions and familiarity with Agile or hybrid methodologies
• Proficiency with Microsoft Visio and the Microsoft Office Suite

Preferred Qualifications

• Previous consulting experience in technology-related projects, specifically contact center solutions
• Ability to provide guidance and support to junior team members

About the Company

TTEC Digital pioneers engagement and growth solutions that fuel exceptional customer experiences (CX). We coach clients to ensure their employees feel valued and supported, believing that an amazing customer experience is an employee-first process.