Senior Validation Analyst - Advisor / Telephony / CRM

Teleperformance • Warren, MI

1d • $35 - $45 • Onsite

About The Position

TP is a leading global provider of digital business services. We partner with the world's most prominent brands to optimize operations through advanced technology and sustainable business practices. With a global workforce of 500,000 across 300 languages, we are a force for good in our communities and for our clients. This position is 100% onsite at the Warren, MI location. Work at home is not available for this role.

Requirements

• 4-6+ years in telephony, contact center, CRM, or advisor workflow validation, with demonstrated experience in complex, cross-system testing.
• Bachelor’s degree or equivalent practical experience in technology, business systems, engineering, or operations.
• Strong understanding of CTI / voice workflows, advisor tools, case handling, personas, CRM process flows, and production validation needs involving real operational scenarios.
• BrowserStack and Jira experience required; familiarity with Salesforce or similar CRM platform, telephony platforms, contact-center tooling, or related CRM systems strongly preferred.
• Able to work effectively in telephony / CRM environments where persona variation, operational nuance, and release risk are high.
• Strong English required; ability to work with complex debugging evidence and communicate clearly with Engineering and Ops partners.
• Ability to document issues with clear reproduction steps, expected vs. actual behavior, environment context, and supporting evidence.
• Comfort operating in a hybrid manual-plus-automation model.
• Ability to work across Product, Engineering, Program Management, and Business Ops / Advisors.
• Demonstrated reliability in release windows, defect triage cycles, and time-sensitive execution.

Nice To Haves

• 2nd language preferred
• Experience supporting global, multilingual, persona-based, or market-variant validation preferred.

Responsibilities

• Oversee Advisor AI, Telephony, CTI, OneCRM & CRM-adjacent validation
• Production-validation coordination
• Support administration of BrowserStack assets, suites, dashboards, and execution workflows for supported Customer Success Solutions teams (CTI, Messaging, OneCRM, Self-Help Portals)
• Execute approved manual test cases and approved business-facing regression suites.
• Support post-deploy production validation planning, coordination, and execution.
• Create and log initial defects with evidence sufficient for engineering triage and debugging follow-through.
• Maintain execution records, test assets, and operating documentation.
• Provide standardized status inputs and reporting support to GM Program Management.
• Coordinate selectively with Business Ops / Advisors where real-call, persona, language-specific, or market-specific validation is required.

Benefits

• Comprehensive health benefits, which may include medical, vision, and dental.
• Resources for mental health and well-being, including Employment Assistance Programs, health and personal time off (HPT), and leave programs.
• Competitive 401(K) plans
• Life insurance
• Supplemental medical coverage
• Critical care insurance
• Pet insurance
• FSA plans
• Retailer discounts

What This Job Offers

• Job Type: Full-time
• Career Level: Senior