Senior Quality Assurance Engineer (IT)

The Senior Quality Assurance Engineer is responsible for ensuring the quality, stability, and performance of platform implementations across the software development lifecycle. This role provides hands-on and technical leadership—owning test strategy for assigned projects, partnering closely with Engineering and Delivery teams, and driving continuous improvement to deliver high-quality solutions across Zendesk and other business-critical platforms.

Key Responsibilities

Quality Ownership & Strategy

• Own end-to-end quality for assigned projects across Zendesk and other platforms.

• Define and execute QA strategies aligned with business and technical requirements.

• Contribute to quality standards, best practices, and release readiness criteria across multiple platforms.

Test Planning & Design

• Create test plans covering functional, regression, integration, performance, and UAT testing.

• Design and maintain test scenarios, test cases, and test data for platform-specific features, including Zendesk workflows, automations, triggers, views, SLAs, integrations, and comparable functionality in other platforms.

• Assess testing scope, risks, and priorities for complex multi-platform implementations and provide effort estimates.

Test Execution & Defect Management

• Execute and oversee testing activities, focusing on complex or high-risk functionality across platforms.

• Identify, document, and track defects, ensuring timely resolution and clear communication.

• Perform root cause analysis and collaborate with developers to validate fixes and prevent regressions.

Tooling & (Preferred) Test Automation

• Maintain strong testing practices and recommend tools and processes that improve coverage and efficiency.

• Preferred: Design, develop, and maintain automated tests for UI, API, and integration testing across Zendesk and other platforms.

• Preferred: Contribute to automation strategy, improve automation coverage, and support integration with CI/CD pipelines.

• Evaluate and recommend testing tools and frameworks suitable for platforms.

Process Improvement & Best Practices

• Identify opportunities to improve testing efficiency, effectiveness, and consistency across platforms.

• Maintain QA documentation, including test strategies, checklists, test matrices, and platform-specific testing guidelines.

• Stay current with platform updates, releases, and QA best practices; act as a quality advocate within delivery teams.

Collaboration & Mentorship

• Collaborate with Project Managers, Functional Consultants, Developers, Business Analysts, and UI/ UX across multiple initiatives.

• Provide guidance and informal mentorship to junior QA engineers.

Stakeholder Communication & Reporting

• Communicate testing progress, risks, and quality metrics to stakeholders.

• Prepare test reports and contribute to release readiness and go/no-go decisions.