Implementation and Testing Specialist

About the Role
We are seeking a detail-oriented Implementation and Testing Specialist to join our team. This role is central to ensuring successful call center implementations through rigorous testing, data validation, and quality assurance. The ideal candidate brings strong SQL querying skills, a testing-first mindset, experience working with large datasets to verify system configurations, call routing logic, and reporting accuracy, and the ability to manage document-to-HTML conversions and basic data workflows in Azure Data Factory.
Responsibilities
Testing & Quality Assurance: Design, develop, and execute test plans for new call center implementations, including IVR call flow validation, queue routing logic, CRM integrations, agent desktop functionality, and reporting dashboards. Champion test-driven practices to catch issues before they reach production.
SQL & Data Validation: Write and optimize complex SQL queries to validate data migrations, verify database integrity, audit call detail records, confirm agent/skill group configurations, and ensure reporting accuracy across implementations. Investigate data discrepancies and trace root causes through database analysis.
HTML Management & Document Conversion: Convert PDF and DOCX files into clean, structured HTML for use in knowledge bases, agent-facing portals, and client documentation systems. Ensure converted content maintains formatting integrity, accessibility standards, and consistent styling. Manage and organize HTML assets to support implementation documentation workflows.
Azure Data Factory (ADF) Workflows: Build, maintain, and troubleshoot basic ADF pipelines to support data movement and transformation tasks across implementations. Develop workflows for data ingestion, file processing, and scheduled ETL jobs. Monitor pipeline runs, investigate failures, and optimize execution for reliability and performance.
Implementation Support: Partner with project managers and engineering teams to support end-to-end call center deployments. Participate in requirements gathering, translate business rules into testable acceptance criteria, and verify that delivered configurations meet client specifications.
Regression & Performance Testing: Build and maintain regression test suites to protect against regressions during system updates. Conduct load and performance testing to validate that systems meet SLA requirements under expected call volumes.
Documentation & Reporting: Maintain thorough test documentation including test plans, test cases, defect logs, and sign-off reports. Create data validation scripts and queries that can be reused across implementations.
Defect Management: Log, triage, and track defects through resolution. Collaborate with developers to reproduce issues, provide clear steps and supporting data, and verify fixes before closing.
UAT Coordination: Facilitate user acceptance testing with clients by preparing test scenarios, guiding stakeholders through the process, and consolidating feedback into actionable items for the development team.
Process Improvement: Identify opportunities to automate repetitive testing, document conversion, and data pipeline tasks. Contribute to building a library of reusable SQL scripts, ADF templates, HTML conversion standards, and validation checklists that accelerate future implementations.
Requirements

2+ years of experience in software testing, QA, or implementation support roles
Strong proficiency in SQL (MS SQL Server preferred) including complex joins, subqueries, CTEs, window functions, and stored procedures
Hands-on experience writing and executing test plans, test cases, and defect reports
Solid understanding of relational database design, data modeling, and ETL concepts
Experience validating data migrations and ensuring data integrity across systems
Working knowledge of HTML/CSS with the ability to convert PDF and DOCX documents into well-structured, clean HTML
Familiarity with Azure Data Factory including creating and managing pipelines, linked services, datasets, and triggers for basic data workflows
Familiarity with call center technologies (IVR, ACD, CRM integrations, call recording) is a strong plus
Working knowledge of agile methodologies and defect tracking tools (Azure DevOps, Jira, or similar)
Strong analytical and problem-solving skills with the ability to trace issues from symptoms to root cause through data
Excellent written and verbal communication skills for coordinating with technical teams and client stakeholders
Bachelor's degree in Computer Science, Information Systems, Data Analytics, or a related field — or equivalent practical experience

Preferred Qualifications

Proficiency with Azure cloud services beyond ADF, including Azure Functions, Logic Apps, or Data Lake Storage
Experience building parameterized and dynamic pipelines in ADF
Experience in telecommunications, insurance, financial services, or other industries with high-volume contact center operations
Knowledge of compliance requirements such as PCI DSS and TCPA as they relate to call center environments center environments