CURRENT OPENINGS

NO phone calls will be answered nor messages returned.  Please apply as instructed.  NO direct emails.

We welcome individual candidate and Corp-to-Corp (CTC) resume submissions.

6-month contract

We are seeking a Voice Analyst with experience supporting the testing and validation of contact center systems, including voice platforms, IVRs, and CCaaS solutions like NiceCX One. This role will assist in analyzing system performance, validating integrations with CRM systems, and helping ensure smooth operation across various components of the contact center environment. The analyst will work closely with telephony engineers, and cross-functional stakeholders to ensure quality and reliability of customer experience systems.

Responsibilities:

• Support quality assurance activities for contact center solutions, including IVR, voice routing, call recording, and CRM integrations.
• Assist in executing load and performance test plans for NiceCX One and related infrastructure.
• Analyze test data and logs to identify patterns, bottlenecks, and inconsistencies.
• Participate in validation of call flows, agent experiences, and system responses under simulated load.
• Collaborate with telephony and other teams to document issues and assist with troubleshooting.
• Perform regression, integration, and exploratory testing to support new feature releases and platform upgrades.
• Maintain test documentation including test cases, test results, and issue tracking reports.
• Participate in test planning and release readiness reviews.

• More than 3 years’ experience in QA or Systems Analysis roles in contact center or telecommunications environments.
• Experience working within Agile teams or DevOps environments.
• Basic scripting knowledge (e.g., Python, JavaScript) for data validation or automation tasks.
• Exposure to cloud-based contact center systems and tools.
• Working knowledge of voice technologies and call center workflows (e.g., IVRs, ACD, call recording).
• Exposure to platforms like NiceCX One or similar CCaaS environments.
• Basic understanding of contact center protocols (SIP, RTP) and CRM integrations.
• Proficiency in analyzing logs, dashboards, or monitoring data to support root cause identification.
• Familiarity with QA tools (e.g., JIRA, JMeter, LoadRunner, or Cyara) and test documentation processes.
• NiceCX One training or certification is a plus.
• Strong communication skills and ability to collaborate across technical and non-technical teams.
• Must be located within 50 miles of corporate offices located in: Baltimore MD, Evansville IN, Charlotte NC, Fort Worth TX, Irving TX, or Wilmington DE.
• Ability to work hybrid environment.

We look forward to receiving your resume in PDF format.