Senior Validation Analyst - Advisor ​/ Telephony ​/ CRM

TP Job Opportunity

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.

TP offers benefits to you and your family. Eligible team members can take advantage of our comprehensive health benefits, which may include medical, vision, and dental. We invest in and prioritize the mental health and well-being of our team members by providing resources, including Employment Assistance Programs, space in the form of health and personal time off (HPT), and leave programs as eligible.

We offer benefits and tools to help our team members and their families for their financial future. This includes offering competitive 401(K) plans, life insurance, supplemental medical coverage, critical care insurance, pet insurance, FSA plans, and retailer discounts.

At TP, we prioritize a culture of inclusion and diversity where every employee feels valued. We provide a platform for limitless career advancement, fostering an environment where ambition and high performance lead to long-term success. TP is committed to supporting those who serve. We welcome applications from active-duty service members, veterans, and military families.

TP is an Equal Opportunity Employer. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

This position is 100% onsite at the Warren, MI location. Work at home is not available for this role.

Your Responsibilities

• Oversee Advisor AI
• Telephony
• CTI
• OneCRM & CRM-adjacent validation
• Production-validation coordination
• Support administration of Browser Stack 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.

Qualifications

• Experience:
  
  4-6+ years in telephony, contact center, CRM, or advisor workflow validation, with demonstrated experience in complex, cross-system testing.
• Education:
  
  Bachelor's degree or equivalent practical experience in technology, business systems, engineering, or operations.
• Technical / functional proficiency:
  Strong understanding of CTI / voice workflows, advisor tools, case handling, personas, CRM process flows, and production validation needs involving real operational scenarios.
• Tool expertise:
  Browser Stack and Jira experience required; familiarity with Salesforce or similar CRM platform, telephony platforms, contact-center tooling, or related CRM systems strongly preferred.
• Domain knowledge:
  Able to work effectively in telephony / CRM environments where persona variation, operational nuance, and release risk are high.
• Other requirements:
  Strong English required; ability to work with complex debugging evidence and communicate clearly with Engineering and Ops partners. 2nd language preferred.
• 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.
• Experience supporting global, multilingual, persona-based, or market-variant validation preferred.
• Demonstrated reliability in release windows, defect triage cycles, and time-sensitive execution.

It is our mission to always provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day. We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance.

We also believe that to be our best selves, we need to be surrounded by people who are positive, supportive, and challenging. We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued.