Quality Engineer II Contact Center Testing

Job Title: Quality Engineer II Contact Center Testing

Location: Hybrid San Antonio, TX (Must be local or willing to relocate at own cost)
Duration: 6 Months

Position Summary:

Frost is looking for a Quality Engineer II with hands-on experience in manual and functional testing for Contact Center applications. This is a hybrid role based in San Antonio, TX, and candidates must be local or willing to relocate prior to the project start.

The ideal candidate has experience validating call flows, IVR systems, call transfers, call recording, and workforce management platforms, with a bonus for familiarity with Cyara automation tools.

Key Responsibilities:

• Execute functional and manual testing for Contact Center technologies

• Validate and test IVR call flows, call routing, call recording, and workforce management functionalities

• Collaborate with cross-functional teams including developers, analysts, and product managers to ensure high-quality deliverables

• Document and report defects clearly and thoroughly while ensuring timely resolution

• Participate in test case design, requirement reviews, and user acceptance testing (UAT)

• Support automation efforts and test planning (Cyara experience is a plus)

Must-Have Qualifications:

• Proven experience in Functional and Manual Testing of Contact Center applications

• In-depth knowledge of call flows, IVR, call transfers, call recording, and WFM systems

• Local to San Antonio, TX, or able to relocate at own cost prior to start

• Strong communication skills and attention to detail

Nice-to-Have:

• Experience with Cyara or other Contact Center testing automation tools

• Familiarity with Agile/Scrum environments and QA best practices

• Exposure to test case management tools like JIRA, TestRail, or Zephyr