CCaaS QA Engineer – Contact Center Platform(Genesys/NICE/Five9) (Maharashtra)

This role is ONLY for candidates with hands-on experience in cloud contact center platforms (Genesys Cloud, NICE CXone, Five9, Amazon Connect). Applications without this experience will not be considered. SummitNext is fast growing BPO and technology company with operations in Malaysia, Philippines, India and Uzbekistan. We are currently hiring for a Platform QA & Release Engineer who owns quality assurance and release management for the Client LaunchPad Core Components platform. This role validates that every new client environment, platform configuration change, and integration update meets production standards before it touches a live client account. In a managed CX services environment, quality failures are client failures — this role is the final gate that protects client relationships and SLA commitments. This role works across both Build engineers to own the end-to-end test coverage of voice, digital, integration, and reporting components — and manages the release process that moves validated builds from development through to production. Key Responsibilities Test Planning & Execution Develop and maintain end-to-end test plans covering all LaunchPad Core Component layers: voice/IVR, omnichannel routing, digital channels, CRM integrations, and reporting Execute functional test scenarios for new client workplace builds — validate routing logic, IVR flows, queue behavior, recording, and reporting accuracy Perform regression testing for platform updates and configuration changes against established baselines Execute cross-channel testing: validate customer experience continuity across voice, chat, SMS, and social for omnichannel deployments Test security and compliance configurations: recording compliance, PII redaction, access controls, and audit log completeness Integration & End-to-End Testing Validate CRM screen-pop integrations end-to-end: correct data retrieved, displayed, and written back across all configured workflows Test API integrations under simula