05th October, 2026

The Chance

Remote, Canada • 6-Month Contract • Edmonton/Calgary Preferred • Occasional Travel A publicly funded organization is seeking a QA Lead/Analyst to provide hands-on quality leadership for a complex contact center technology implementation. You’ll lead testing across telephony, workforce management and enterprise integrations while partnering with Business Analysts, developers, vendors and business users.

Experience with Five9 and Verint is a significant asset.

What You'll Do

- Develop and maintain test strategies, plans, schedules and testing approaches.
- Coordinate testing across business, technical, vendor and project teams.
- Lead defect triage, testing status reviews and release readiness assessments.
- Monitor testing progress, risks, issues, dependencies and overall solution quality.
- Review requirements, user stories, solution designs and acceptance criteria.
- Develop test scenarios and cases covering complex business processes.
- Execute functional, integration, system, regression and UAT activities.
- Perform technical validation, data verification and interface testing.
- Validate defect fixes and support production readiness activities.
- Test end-to-end customer interaction and contact center workflows.
- Test telephony, IVR, call routing, queues and agent desktop functionality.
- Validate workforce management forecasting, scheduling, adherence and optimization.
- Test integrations across telephony, WFM, CRM, case management and reporting.
- Support Five9 configuration, functionality, reporting and integration testing.
- Provide clear testing status, risks,



defects and recommendations to stakeholders.

What We Are Looking For

- 5+ years of professional software quality assurance experience.
- Experience leading testing activities on medium-to-large technology projects.
- Strong experience developing test strategies, plans, scenarios and cases.
- Strong functional, integration, system, regression and UAT testing experience.
- Experience managing defects throughout the complete defect lifecycle.
- Experience testing contact center or customer interaction platforms.
- Experience with Five9, Genesys, Cisco or comparable contact center technologies.
- Experience testing telephony, IVR, call routing and agent desktop functionality.
- Experience testing workforce management solutions and operational workflows.
- Experience with Azure DevOps, API testing and data validation.
- Experience validating integrations across multiple enterprise applications.
- Experience working in Agile, hybrid or structured delivery environments.
- Strong analytical, troubleshooting, facilitation and problem-solving skills.
- Excellent stakeholder management and communication capabilities.
- Experience with Verint or public-sector environments is a strong asset.

Why Join

Lead quality on a business-critical technology transformation supporting complex contact center operations. Bring strong QA leadership and hands-on testing expertise to a project involving telephony, workforce management and enterprise system integrations.

Impact Logic is a tech recruitment company connecting people with impact by matching exceptional talent with leading companies.

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