Full Description

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.