Senior QA Engineer - Functional System Testing

About Avaya

Avaya is an enterprise software leader that helps the world’s largest organizations and government agencies forge unbreakable connections.

The Avaya Infinity™ platform unifies fragmented customer experiences, connecting the channels, insights, technologies, and workflows that together create enduring customer and employee relationships.

We believe success is built through strong connections – with each other, with our work, and with our mission. At Avaya, you'll find a community that values your contributions and supports your growth every step of the way.

Learn more at https://www.avaya.com

Job Information

Job Code: 00194007

Job Family: Research and Development

Job Function: Software Engineering

Role Overview

We are seeking a highly skilled and detail-oriented Senior QA Engineer with deep expertise in Functional System Testing, End-to-End (E2E) Validation, Integration Testing with Contact Center domain workflows in 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.

Core Responsibilities

• Design and execute comprehensive Functional, System, Integration, and End-to-End test scenarios for complex contact center workflows.
• Expertise in heuristic-driven, Mind Map Driven Test Exploration and advanced risk-based exploratory testing across distributed enterprise systems.
• Proven capability in identifying 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. 

Who we are looking for:

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. 

Experience

Education

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Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future.

Avaya is an Equal Opportunity employer and a U.S. Federal Contractor. Our commitment to equality is a core value of Avaya. All qualified applicants and employees receive equal treatment without consideration for race, religion, sex, age, sexual orientation, gender identity, national origin, disability, status as a protected veteran or any other protected characteristic. In general, positions at Avaya require the ability to communicate and use office technology effectively. Physical requirements may vary by assigned work location. This job brief/description is subject to change. Nothing in this job description restricts Avaya right to alter the duties and responsibilities of this position at any time for any reason.