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IL
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Calgary, AB · AB · Vancouver, BC · Winnipeg, MB · Moncton, NB · Dartmouth, NS · Kitchener, ON · Ottawa, ON · Toronto, ON · ON · Montreal, QC · Edmonton, AB (Hybrid), AB · Hybrid - Canada, ON · North York - Toronto, ON (Hybr, ON
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Miipe Quality Solutions

Senior QA Analyst – IVR & Contact Centre Testing

Markham, ON, Canada

$60,000 to $75,000 CAD / year · Full-time

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Job details

Pay: $60,000 to $75,000 CAD / year
Job type: Full-time
Apply by: Dec 4, 2026
Posting language: English
Posted: Nov 4, 2026

Original job description

Miipe is a Canadian-owned consulting firm, founded in 2008, that's redefining the world of Quality Engineering through innovation, collaboration, and technology. We specialize in end-to-end testing, Hyper-Automation solutions, and cutting-edge practices like Systems Perspective Flows (SPFs). Our proprietary platform, Katsu, leverages AI/ML to simplify and accelerate testing - giving our teams the tools to work smarter, not harder.

At Miipe, you'll have the opportunity to grow your career alongside talented professionals, working on impactful projects for top-tier organizations in industries like banking, telecommunications, insurance, utilities, and technology. We offer the stability of long-term engagements, low turnover, and a flexible resourcing model that supports career development.

We are currently seeking Contact Centre / IVR QA professionals to join our team at the Senior QA Analyst and QA Consultant levels. The ideal candidates will have hands-on experience testing contact centre applications, Interactive Voice Response (IVR) systems, and related integrations, with particular emphasis on C-CASS experience.

Job Responsibilities:

Analyze business, functional, and system requirements to develop effective testing strategies for contact centre and IVR applications.
Develop, execute, and maintain comprehensive test plans, test cases, and test scripts for contact centre platforms and voice-based applications.
Perform functional, integration, system, regression, end-to-end, and User Acceptance Testing (UAT).
Validate IVR call flows, automated voice prompts, menu navigation, call routing, call transfers, and customer interactions.
Test contact centre functionality, including inbound and outbound calls, agent workflows, and customer service processes.
Validate integrations between IVR systems, contact centre platforms, CRM applications, and backend systems.
Collaborate with Business Analysts, Developers, Solution Architects, and Business Stakeholders to ensure solutions meet business requirements.
Identify, document, track, and verify defects through resolution using established defect management processes.
Support testing activities throughout the full software development lifecycle, from planning and design through production implementation.
Prepare status reports highlighting testing progress, risks, issues, and mitigation strategies.
Develop and maintain testing documentation, including test plans, test results, business scenarios, and requirements traceability matrices.
Work closely with cross-functional teams to troubleshoot issues and resolve defects.
Contribute to continuous improvement initiatives by identifying opportunities to enhance QA processes, testing standards, and automation practices.

Required Qualifications

University degree or college diploma in Computer Science, Information Technology, Business, or a related field is preferred.
Experience as a QA Analyst, Senior QA Analyst, QA Consultant, or QA Manager.
Hands-on experience testing contact centre applications and IVR (Interactive Voice Response) systems.
Experience with C-CASS or comparable contact centre platforms, with direct C-CASS experience strongly preferred.
Strong understanding of IVR functionality, including call flows, call routing, voice prompts, menu navigation, and call transfers.
Experience performing functional, integration, regression, system, and end-to-end testing.
Experience validating integrations between contact centre applications and other enterprise systems.
Strong understanding of QA methodologies, SDLC, and STLC.
Experience creating test plans, test cases, test scripts, and defect reports.
Experience with manual testing; automation testing experience is considered an asset.
Excellent analytical, troubleshooting, and problem-solving skills.
Strong written and verbal communication skills.
Ability to manage multiple priorities in a fast-paced environment.
Experience working independently and collaboratively within cross-functional teams.
For QA Manager candidates: Previous experience leading QA teams, mentoring team members, managing testing activities, and driving quality initiatives.

Nice to Have

Experience with contact centre platforms such as Genesys, Cisco UCCE/UCCX, Avaya, Amazon Connect, or similar technologies.
Knowledge of telephony technologies and protocols, including VoIP, SIP, and DTMF.
Experience with Computer Telephony Integration (CTI).
Experience testing CRM and customer service application integrations.
Experience with API testing tools such as Postman or SoapUI.
Knowledge of SQL and database validation.
Experience with test automation tools such as Selenium, Tosca, or UFT.
Experience working on telecommunications, banking, or large-scale customer service projects.

Perks & Benefits

Hybrid work model
Open concept work environment
Training and professional development opportunities
Competitive compensation
Exceptional career growth potential
Flexible health benefits
Unlimited gourmet coffee
Game zone (video games, ping pong, foosball)

Job Location: Markham, ON

How to Apply

Please send your resume in confidence through the job posting.

Due to the high volume of applications, only qualified candidates will be contacted.

Applications will not be acknowledged in writing.

In accordance with the Accessibility for Ontarians with Disabilities Act (AODA), Miipe strives to ensure that all recruiting processes are non-discriminatory and barrier-free. If you require any accommodation, please advise the Recruiter in advance of attending the interview.

At Miipe, we don't just accept difference - we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products, and our community. Miipe is committed to having accessible recruitment practices for all of our job candidates.

Miipe is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or veteran status. If you require accommodation at any stage throughout the recruitment process, please let us know.

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More about this job

Responsibilities

Develop and execute test strategies, plans, cases, and scripts for contact centre and IVR applications, including call flows, routing, voice prompts, agent workflows, and integrations with CRM and backend systems. Track defects, report testing progress and risks, maintain QA documentation, collaborate with cross-functional teams, and contribute to continuous improvement throughout the software development lifecycle.

Requirements

Candidates should have experience in QA roles and hands-on testing of contact centre applications and IVR systems, with direct C-CASS experience strongly preferred. They should understand QA methodologies and the SDLC/STLC, have experience with multiple testing types and test documentation, and demonstrate strong analytical, communication, troubleshooting, and collaboration skills; a relevant university degree or college diploma is preferred.

Skills

Contact Centre Testing
IVR Testing
C-CASS
Test Planning
Test Case Development
Functional Testing
Integration Testing
Regression Testing
End-To-End Testing
User Acceptance Testing
Defect Management
Requirements Analysis
SDLC And STLC
Telephony
API Testing
SQL

Benefits

Hybrid Work Model
Training And Professional Development
Competitive Compensation
Career Growth Opportunities
Flexible Health Benefits
Unlimited Gourmet Coffee
Game Zone

Visa sponsorship

Not detected in the job text

Keywords

Quality Assurance
Quality Engineering
Contact Centre
Interactive Voice Response
C-CASS
Genesys
Cisco UCCE
Cisco UCCX
Avaya
Amazon Connect
VoIP
SIP
DTMF
Computer Telephony Integration
CRM
Postman
SoapUI
SQL
Selenium
Tosca
UFT
Functional Testing
Integration Testing
Regression Testing
System Testing
End-To-End Testing
User Acceptance Testing
Test Automation
SDLC
STLC

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