QA Engineer – NICE Contact Center & CRM Integrations

Company Description

At EVERSANA, we are proud to be certified as a Great Place to Work across the globe. We’re fueled by our vision to create a healthier world. How? Our global team of more than 7,000 employees is committed to creating and delivering next-generation commercialization services to the life sciences industry. We are grounded in our cultural beliefs and serve more than 650 clients ranging from innovative biotech start-ups to established pharmaceutical companies. Our products, services and solutions help bring innovative therapies to market and support the patients who depend on them. Our jobs, skills and talents are unique, but together we make an impact every day. Join us! 

Across our growing organization, we embrace diversity in backgrounds and experiences. Improving patient lives around the world is a priority, and we need people from all backgrounds and swaths of life to help build the future of the healthcare and the life sciences industry. We believe our people make all the difference in cultivating an inclusive culture that embraces our cultural beliefs.  We are deliberate and self-reflective about the kind of team and culture we are building. We look for team members that are not only strong in their own aptitudes but also who care deeply about EVERSANA, our people, clients and most importantly, the patients we serve.   We are EVERSANA.  

THE POSITION:

The QA Engineer is responsible for validating the quality, stability, and readiness of NICE contact center solutions across voice, digital, omnichannel, and integrated CRM experiences. This role ensures that platform configurations, conversational workflows, and system integrations meet defined requirements, function as designed, and perform reliably in production. By partnering closely with engineers, Business Analysts, and business stakeholders, the QA Engineer helps protect customer experience, agent productivity, and platform integrity across all NICE‑enabled interactions.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES:
Our employees are tasked with delivering excellent business results through the efforts of their teams.  These results are achieved by:

• Develop and execute test strategies, test plans, and test cases for NICE contact center solutions, including voice, digital chat, messaging, omnichannel routing, and agent‑assist capabilities.
• Validate end‑to‑end customer and agent journeys across NICE and integrated CRM systems, ensuring correct data flow, context preservation, and workflow behavior.
• Perform functional, integration, regression, and release testing for NICE configurations, enhancements, and defect fixes.
• Test and validate CRM integrations with NICE, including screen pops, case creation, activity logging, data synchronization, and error handling.
• Verify handoffs between automation (Autopilot/Copilot), live agents, and CRM workflows to ensure seamless transitions and accurate context delivery.
• Identify, document, and track defects clearly and effectively, working with engineers to support resolution and retesting.
• Ensure that test results align with approved requirements, acceptance criteria, and business use cases.
• Support user acceptance testing (UAT) activities by assisting with test execution, issue validation, and release sign‑off readiness.
• Validate that all solutions meet quality, security, compliance, and performance expectations prior to production release.
• Maintain accurate QA documentation, including test artifacts and release validation evidence.All other duties as assigned

It is the policy of EVERSANA to provide reasonable accommodation when requested by an employee with a disability, unless such accommodation would cause an undue hardship for EVERSANA. If reasonable accommodation is needed to perform the essential functions of your job position, please contact Human Resources.

EXPECTATIONS OF THE JOB:

• Partner with Business Analysts, engineers, CRM teams, and business stakeholders throughout the delivery lifecycle.
• Participate in requirements reviews, design walkthroughs, and release planning sessions to ensure test coverage and clarity.
• Communicate testing status, risks, and defects clearly to technical and non‑technical audiences.
• Follow established QA, change management, and documentation standards for all NICE‑related initiatives.
• Manage multiple testing efforts simultaneously while meeting release timelines.
• Support after‑hours or off‑cycle testing as needed for major releases or urgent fixes.
• Continuously improve QA practices by identifying testing gaps, tool enhancements, and process improvements.
• Maintain a strong production‑quality mindset, prioritizing customer experience and platform reliability.

Experience and/or Training

• 3–5 years of QA or testing experience supporting enterprise technology platforms.
• Experience testing contact center solutions (cloud or on‑prem), including voice or digital channels.
• Hands‑on experience testing system integrations, preferably between contact center platforms and CRM systems.
• Experience creating and executing test cases based on business and technical requirements.
• Familiarity with SDLC and QA practices in Agile or iterative delivery environments.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES:

The requirements below are representative of the experience, education, knowledge, skills, and abilities required to perform this job effectively.

Education

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field, or equivalent practical experience.

All your information will be kept confidential according to EEO guidelines.

Our team is aware of recent fraudulent job offers in the market, misrepresenting EVERSANA. Recruitment fraud is a sophisticated scam commonly perpetrated through online services using fake websites, unsolicited e-mails, or even text messages claiming to be a legitimate company. Some of these scams request personal information and even payment for training or job application fees. Please know EVERSANA would never require personal information nor payment of any kind during the employment process. We respect the personal rights of all candidates looking to explore careers at EVERSANA.

From EVERSANA’s inception, Diversity, Equity & Inclusion have always been key to our success. We are an Equal Opportunity Employer, and our employees are people with different strengths, experiences, and backgrounds who share a passion for improving the lives of patients and leading innovation within the healthcare industry. Diversity not only includes race and gender identity, but also age, disability status, veteran status, sexual orientation, religion, and many other parts of one’s identity. All of our employees’ points of view are key to our success, and inclusion is everyone's responsibility.

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