System and Integration QA Testing Supervisor

Role Overview

• Lead and manage testing activities across enterprise business systems including SAP IS-U, NICECXone, web portals, payment platforms (e.g., Paymentus), and system integrations.
• Develop and execute comprehensive test strategies, plans, and scripts across Functional, Integration, System, Regression, End-to-End, and Non-Functional testing.
• Ensure end-to-end testing of customer journeys spanning contact center systems, billing, payments, field service, and digital channels.
• Partner with business and IT stakeholders to ensure testing aligns with critical utility business processes and regulatory requirements.
• Oversee test data readiness, including creation, validation, and maintenance of test data across systems.
• Facilitate test planning sessions, kickoff meetings, and defect triage with functional and technical teams.
• Conduct risk assessments to prioritize testing efforts and ensure validation of high-impact customer and operational scenarios.
• Monitor testing progress, defect trends, and quality metrics, providing regular reporting and visibility to leadership.
• Drive defect management processes to ensure timely resolution and cross-functional accountability.
• Identify opportunities for test automation and support implementation of automation best practices.
• Maintain Requirements Traceability Matrices (RTM) and ensure full coverage of functional and technical requirements.
• Establish and promote enterprise testing standards, frameworks, and best practices.
• Provide leadership, mentorship, and direction to testing resources, fostering a collaborative and high-performing environment.
• Support continuous improvement initiatives to enhance testing efficiency, quality, and delivery timelines.

Requirements

• Bachelor’s degree or equivalent experience
• 4+ years of experience in Customer Experience
• 2+ years of system testing or quality assurance experience
• Experience with SAP IS-U and integrated enterprise platforms
• Enterprise business systems knowledge (SAP IS-U, NICE CXOne, digital customer platforms)
• Testing strategy development and leadership
• Problem-solving and troubleshooting skills
• Strong communication and stakeholder management abilities
• Cross-functional collaboration with IT, business, and leadership teams
• Relevant SAP or cloud certifications are a plus.

Tech Stack

• Cloud

Benefits

• Health insurance
• Medical, dental, and vision plans
• Flexible work arrangements
• Professional development opportunities