QA Engineering Specialist (Contact Centre)

TL;DR

QA Engineering Specialist (Contact Centre): Leading quality assurance and testing strategies for complex contact centre systems and telephonic networks with an accent on IVR, chatbot, and Genesys platform testing. Focus on driving test best practices, mentoring team members, and ensuring the efficiency of large-scale migration cutovers.

Location: Must be based in Bristol, UK

Company

hirify.global is the UK’s leading communications group, connecting consumers and businesses through brands like BT, EE, Openreach, and Plusnet.

What you will do

• Accountable for the quality, effectiveness, and efficiency of testing within the business unit.
• Define test strategies and schedules for specialized domains.
• Influence the application of test best practices across multiple work programmes.
• Provide expert recommendations on test tools, training, and management decisions.
• Monitor and control activities of third-party test resources.
• Act as a local coach and mentor for team members.

Requirements

• Must be based in Bristol, UK
• Proven experience in IVR testing (Voice and Non-voice).
• Experience with Chatbot and Genesys testing.
• Deep knowledge of Contact Centre testing and Telephonic Networks.
• Experience in Migration cutover testing.

Nice to have

• Experience testing large-scale programmes.
• Knowledge of Contact Centre networks.
• Familiarity with Agentic AI.
• Knowledge of CRM and Customer Success Management applications.

Culture & Benefits

• Annual on-target bonus of 10%.
• Competitive pension scheme with 10% company contribution.
• Generous leave policy including 25 days annual leave plus bank holidays.
• Significant discounts on EE mobile plans, broadband, and TV packages.
• Support for working parents with comprehensive family leave policies.
• Access to healthcare cash plans, dental insurance, and gym memberships.