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Added 2 mins ago
Sr Analyst, Systems Management
University of Guelph
Guelph, ON
Reporting to the Manager, Systems Management, the Senior Analyst is responsible for the operation, support, maintenance, and continuous improvement of the University's server and…
Added 2 mins ago
Business Systems Analyst
Scotiabank
Toronto, ON
We are seeking an experienced Business Analyst in Scotiabank’s Global Wealth Engineering division.
Added 2 mins ago
CI
07 - Analyst, IT Infrastructure
Celestica International LP
Newmarket, ON
- $30.77 to $42.31 CAD / hour
Contract Position - 24 Month Assignment. Location: Newmarket. The Analyst, IT Infrastructure will install, maintain, upgrade, and continuously improve the site's operating environment,…
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PC
Analyst, Retail Technology Quality Assurance / Analyste en assurance qualité des technologies de vente au détail – Canada
Parkland Corporation
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.NET Developer Intermediate (C#, Visual Studio MS-SQL Server) - Hybrid
ALL JANS
AB · Alberta, Canada
- Contract
Role: Application Analyst - Intermediate (HYBRID 3 days/CONTRACT) - Government of Alberta - #JP1055
Added 33 mins ago
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Senior Finance Planning & Pigment Analyst
Addepar
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- Full-time
…$10 trillion in assets. Its open platform integrates with 650 software, data and consulting partners to power end-to-end investment operations across firms of all sizes and levels of…
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Data Steward (D7BD25A)
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Montreal, QC
- Full-time
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Business System Analyst II, Claims Delivery
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Toronto, ON
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Added 33 mins ago
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Sr. Business Systems Analyst, TD Securities
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Added 33 mins ago
Application System Analyst ( 6 months contract )
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Calgary, AB · Edmonton, AB
…have a 6 months contract opportunity for a Application System Analyst. This role can be based out of one of our main offices including: Stellarton, NS, Dartmouth, NS, Mississauga, ON,…
Added 33 mins ago
Security Analyst (Future Opportunities)
Mariner
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We are seeking an experienced Security Analyst to support security operations, implement security controls and respond to security incidents. You will perform hands-on security analysis,…
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Analyst, Databases
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Toronto, ON
By joining Reliance as an Analyst, Databases, you’ll become an important Team Member and will be provided with the tools you need to succeed. We have ambitious growth plans and are looking…
Added 33 mins ago
Security Analyst (Future Opportunities)
Mariner
NB · NL · NS · PE
We are seeking an experienced Security Analyst to support security operations, implement security controls and respond to security incidents. You will perform hands-on security analysis,…
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Application Development Tech Lead Analyst, Vice President
Citi
Mississauga, ON
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The Applications Development Technology Lead Analyst is a senior level position responsible for establishing and implementing new or revised application systems and programs in coordination…
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Investment Analyst
Ellement Consulting Group
Winnipeg, MB
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…established in 1996. We provide actuarial, administration, software programming, and consulting solutions for pension, benefits, and investment programs for individuals, corporations,…
Added 47 mins ago
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Marketing Analyst
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Caledon, ON
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…and distillation equipment, looking to hire one (1) Marketing Analyst on a 6-month contract (with possibility of extension) to cover a maternity leave. You will support sales and marketing…
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We are seeking an experienced Application Support Analyst to join our growing team. This position will be based out of one of our Calgary office locations. Reporting directly to the Team…
Added 1 hour ago
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Application Analyst
Amyantek
AB · Alberta, Canada
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Intermediate Application Analyst - (GOAPRDJP00001055) - 2 Resources
Added 1 hour ago
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Alliston, ON
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Notify the Supply Chain Analyst of stock items requiring reorder.
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Investment Analyst
Ellement Consulting Group
Winnipeg, MB
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…established in 1996. We provide actuarial, administration, software programming, and consulting solutions for pension, benefits, and investment programs for individuals, corporations,…
Added 1 hour ago
Business Analyst
Government of Alberta
AB
…Technology and Operations Branch is looking for a Business Analyst who is innovative, self-motivated and enjoys working with multiple technologies including web-based applications,…
Added 1 hour ago
M
RQ00762 - Systems Analyst - Senior
Maarut
Toronto, ON
- Contract
components in the acquisition of software, hardware, technology, systems and
Added 1 hour ago
M
Business Systems Analyst (BSA) - Guidewire ClaimCenter
Maarut
Montréal-Est, QC · Montreal East, Quebec
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business analyst. The threshold is high and cumulative: 8 years in analysis,

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.

Apply About employer

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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