QA Engineer – NICE Contact Center & CRM Integrations at EVERSANA1

THE POSITION: The QA Engineer is responsible for validating the quality, stability, and readiness of NICE contact center solutions across voice, digital, omnichannel, and integrated CRM experiences. This role ensures that platform configurations, conversational workflows, and system integrations meet defined requirements, function as designed, and perform reliably in production. By partnering closely with engineers, Business Analysts, and business stakeholders, the QA Engineer helps protect customer experience, agent productivity, and platform integrity across all NICE‑enabled interactions.   ESSENTIAL DUTIES AND RESPONSIBILITIES: Our employees are tasked with delivering excellent business results through the efforts of their teams.  These results are achieved by:   • Develop and execute test strategies, test plans, and test cases for NICE contact center solutions, including voice, digital chat, messaging, omnichannel routing, and agent‑assist capabilities. • Validate end‑to‑end customer and agent journeys across NICE and integrated CRM systems, ensuring correct data flow, context preservation, and workflow behavior. • Perform functional, integration, regression, and release testing for NICE configurations, enhancements, and defect fixes. • Test and validate CRM integrations with NICE, including screen pops, case creation, activity logging, data synchronization, and error handling. • Verify handoffs between automation (Autopilot/Copilot), live agents, and CRM workflows to ensure seamless transitions and accurate context delivery. • Identify, document, and track defects clearly and effectively, working with engineers to support resolution and retesting. • Ensure that test results align with approved requirements, acceptance criteria, and business use cases. • Support user acceptance testing (UAT) activities by assisting with test execution, issue validation, and release sign‑off readiness. • Validate that all solutions meet quality, security, compliance, and performance expectations prior to production release. • Maintain accurate QA documentation, including test artifacts and release validation evidence.All other duties as assigned   It is the policy of EVERSANA to provide reasonable accommodation when requested by an employee with a disability, unless such accommodation would cause an undue hardship for EVERSANA. If reasonable accommodation is needed to perform the essential functions of your job position, please contact Human Resources. EXPECTATIONS OF THE JOB: • Partner with Business Analysts, engineers, CRM teams, and business stakeholders throughout the delivery lifecycle. • Participate in requirements reviews, design walkthroughs, and release planning sessions to ensure test coverage and clarity. • Communicate testing status, risks, and defects clearly to technical and non‑technical audiences. • Follow established QA, change management, and documentation standards for all NICE‑related initiatives. • Manage multiple testing efforts simultaneously while meeting release timelines. • Support after‑hours or off‑cycle testing as needed for major releases or urgent fixes. • Continuously improve QA practices by identifying testing gaps, tool enhancements, and process improvements. • Maintain a strong production‑quality mindset, prioritizing customer experience and platform reliability.