Quality Assurance Tester – UCaaS / PBX / VoIP Systems

# Job Description: Quality Assurance Tester – UCaaS / PBX / VoIP Systems

## About the Role
We are seeking a detail-oriented, methodical, and customer-focused Quality Assurance (QA) Tester with deep expertise in UCaaS, PBX, and VoIP systems. You will own the end-to-end quality of real-time communications features across call control, SIP trunking, media services, voicemail/IVR, conferencing, contact center integrations, SBCs, and interoperability with endpoints and third‑party platforms. Your work ensures our users experience crystal-clear audio, reliable connectivity, and resilient calling features at scale.

## Key Responsibilities
- **Test Planning & Strategy**
- Define test strategies and traceability for real-time communications features: call flows, signaling, media, QoS, survivability, and failover.
- Develop and maintain comprehensive test plans, test cases, and test data for SIP/SDP, RTP/SRTP, DTMF, fax (T.38), conferencing, and UCaaS collaboration features.
- Establish risk-based testing and regression coverage for frequent cloud releases and configuration changes.

- **Functional & Integration Testing**
- Validate PBX/UCaaS features: user provisioning, dial plans, E911, call routing, call park/pickup, hunt groups, auto-attendant/IVR, voicemail, recording, presence, and analytics.
- Test SIP interoperability with SBCs, gateways, carriers, softphones, desk phones, headsets, and mobile apps across multiple vendors.
- Verify integrations with contact center, CRM, SSO/IdP, API/webhooks, and Microsoft Teams/Zoom/Google interop.

- **Network & Media Quality**
- Execute QoS/CoS testing, jitter/latency/loss tolerance, MOS scoring, packet capture analysis, codec negotiation (G.711, G.722, Opus, G.729), and media encryption (SRTP/TLS).
- Validate NAT traversal, ICE/STUN/TURN flows, firewall/SBC rules, and bandwidth adaptation in varied network conditions (Wi‑Fi, LTE/5G, VPN).

- **Automation & Tooling**
- Build and maintain automated test suites (API, signaling, provisioning, and end-to-end call flows).
- Integrate tests into CI/CD pipelines with environment provisioning, synthetic call generation, and monitoring.
- Leverage packet capture and signaling tools to diagnose issues quickly and provide actionable defect reports.

- **Performance, Reliability, and Security**
- Conduct load/stress, soak, and failover tests for multi-tenant UCaaS platforms and carrier interconnects.
- Validate redundancy, geo-failover, disaster recovery, and session persistence.
- Verify compliance and security controls: TLS/SRTP, encryption at rest, RBAC, audit logging, lawful intercept readiness, and regulatory features (E911/NG911, STIR/SHAKEN).

- **Defect Management & Collaboration**
- Log clear, reproducible defects with traces, logs, and call IDs; triage and drive resolution with engineering and operations.
- Partner with Product, Dev, SRE/NetOps, and Support to align on acceptance criteria, SLAs/OLAs, and release readiness.
- Contribute to test data management, documentation, and user-facing release notes.

## Required Qualifications
- **Experience:** 3–5+ years in QA/testing of UCaaS, PBX, or VoIP systems in cloud or hybrid environments.
- **Protocols:** Strong knowledge of SIP, SDP, RTP/SRTP, TLS, DTMF (in-band, RFC 2833), T.38.
- **Platforms/Equipment:** Hands-on with SBCs (e.g., SBC Edge/Oracle/AudioCodes), SIP trunks, softswitches, IP PBX, SIP endpoints, SIP carriers.
- **Networking:** Solid grasp of OSI/L3–L7, VLANs, QoS/CoS, NAT, firewalls, DNS, DHCP, SBC routing, ICE/STUN/TURN.
- **Tools:** Proficient with Wireshark, sngrep, SIPp/Seagull, tcpdump, JMeter/k6, Postman/Insomnia, Grafana/Prometheus/CloudWatch, and log analysis.
- **Automation:** Experience with test automation in one or more languages (Python/TypeScript/Java), API testing, CI/CD (Jenkins/GitHub Actions/GitLab CI), and containerized test environments (Docker/K8s basics).
- **Methodologies:** Strong understanding of SDLC, Agile/Scrum, defect lifecycle, risk-based testing, and release management.
- **Communication:** Excellent written and verbal communication, with ability to translate traces and metrics into clear findings.

## Preferred Qualifications
- Experience with major UCaaS platforms or CPaaS APIs; WebRTC and media server testing (SFU/MCU).
- Familiarity with contact center platforms (e.g., Genesys, Five9, NICE), CRM integrations, and SSO (SAML/OIDC).
- Exposure to Microsoft Teams Direct Routing/Operator Connect or Zoom Phone integrations.
- Knowledge of regulatory frameworks: E911/NG911, CALEA, STIR/SHAKEN, HIPAA/PCI considerations.
- Performance and resilience testing at scale for multi-region, multi-tenant architectures.
- Certifications: SIP School SSCA, Oracle/AudioCodes SBC, AWS/Azure, ISTQB/ASTQB.

## Key Success Metrics
- Defect leakage rate and mean time to detect/resolve (MTTD/MTTR).
- Automated test coverage and pipeline reliability.
- Call success rate (ASR), post‑dial delay, media quality (MOS), and feature pass rates.
- Release quality and rollback avoidance.
- Interop certification outcomes with carriers/endpoints.

## What You’ll Work With
- Cloud-native UCaaS microservices, SBCs, media relays, and provisioning systems.
- Carrier SIP trunks and lab environments with synthetic traffic generation.
- Observability stack with real-time metrics, traces, and call detail records (CDRs).

## Compensation & Location
- Competitive salary, bonus, and benefits package.
- Hybrid or remote options depending on region/time zone alignment.

## How to Apply
Please send your resume and a brief note highlighting:
- A complex VoIP/PBX issue you diagnosed using SIP traces, and your resolution.
- An example of test automation you built for SIP call flows or UCaaS features.
- Any interop or carrier certification projects you led.