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CCaaS Quality Engineering (QE) Lead

CGI • Full-time • Toronto, Ontario, Canada • 8h ago

CCaaS Quality Engineering (QE) Lead

Position Description
This role is hybrid and requires you to be at our client's (Toronto Downtown) and/or downtown Toronto office at a minimum 2 days per week

Your future duties and responsibilities
We are seeking a highly skilled Quality Engineering (QE) Lead to drive the quality strategy, governance, and automation for a Contact Center as a Service (CCaaS) transformation program. The ideal candidate will combine strong technical testing expertise with a deep understanding of CCaaS platforms (such as Amazon Connect, Genesys Cloud, Five9, NICE CXone, or Avaya Cloud), cloud integration, and customer experience transformation.
This role requires close collaboration with business, development, and operations teams to ensure end-to-end quality, resilience, and performance of contact center solutions during and after migration.

Key Responsibilities
Quality Strategy & Leadership
Define and implement the QE strategy and roadmap for the CCaaS transformation program.
Establish quality governance, metrics, and release readiness criteria across multiple workstreams.
Drive shift-left practices and integrate continuous testing in CI/CD pipelines.
Manage and mentor QE team members across functional, automation, and performance testing.
Test Planning & Execution
Develop and manage end-to-end test plans covering contact routing, IVR, CRM, AI/ML bots, analytics, and omnichannel journeys (voice, chat, email, SMS, social).
Ensure comprehensive functional, regression, UAT, and non-functional coverage including failover, resiliency, and network performance.
Oversee test data, environment strategy, and cross-system validation involving CRM, WFM, WFO, and ticketing tools.
Automation & Tools
Design and implement test automation frameworks for voice and digital channels.
Utilize API, IVR, and UI automation tools (e.g., Selenium, Postman, Cyara, Genesys Test Automation, or custom frameworks).
Integrate automation in CI/CD pipelines using Jenkins, Azure DevOps, or GitHub Actions.
Enable AI-assisted testing and monitoring for predictive defect prevention.
Collaboration & Stakeholder Management
Partner with Product Owners, Architects, DevOps, and Operations for integrated quality delivery.
Coordinate testing with multiple vendors, legacy systems, and third-party integrations.
Communicate quality status, risks, and KPIs to program leadership and business stakeholders.

Required qualifications to be successful in this role
Required Skills & Experience
7+ years of overall experience with at least 5+ years leading QE for large-scale enterprise programs.
Proven expertise in CCaaS platforms such as Amazon Connect, Genesys Cloud CX, NICE CXone, or Five9.
Experience in cloud migration testing (AWS, Azure, or GCP) and API/service validation.
Strong understanding of contact center workflows—IVR, routing, telephony, CTI, CRM integration, analytics, and reporting.
Familiarity with observability, call quality monitoring, and CX validation tools.
Exposure to Agile/DevOps delivery models and quality metrics-driven governance.
Excellent communication, stakeholder management, and leadership skills.

Desirable / Good-to-Have
Experience with AI/Agent Assist, speech analytics, or Generative AI use cases in CCaaS.

**CGI is providing a reasonable estimate of the pay range for this role. The determination of this range includes factors such as skill set level, geographic market, experience and training, and licenses and certifications. Compensation decisions depend on the facts and circumstances of each case. A reasonable estimate of the current range is $80,000–$130,000. This role is an existing vacancy.**

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