Senior Test Engineer – Genesys Cloud Contact Center

This is a fully remote position, open to applicants in India.

📋 Description

• Create and implement test cases for Genesys Cloud contact center solutions.

• Evaluate Arabic/English IVR, DTMF, call flows, ACD, and skills-based routing.

• Verify inbound/outbound calls, callback functionality, campaigns, and dialing features.

• Assess voice/screen recording, CDR, billing systems, reports, dashboards, and quality management processes.

• Validate telephony integrations such as PRI/ISDN, SIP, SBC, BYOC, and WebRTC.

• Conduct failover, resilience, performance, and integration testing.

• Manage defects while ensuring traceability between requirements, test cases, and defects.

• Assist with SIT, UAT, cutover, and production validation efforts.

• Facilitate the Bank’s transition from a legacy contact center platform to Genesys Cloud CX.

• Execute end-to-end functional and non-functional testing across contact center and telephony capabilities.

⛳️ Requirements

• Practical experience with Genesys Cloud CX / Genesys testing.

• Comprehensive knowledge of IVR, ACD, call flows, routing, and contact center operations.

• Familiarity with telephony systems, SIP/SBC, BYOC, WebRTC, call recording, CDR, and billing validation.

• Proficient in using JIRA, Azure DevOps, or similar test/defect management tools.

• Experience in Arabic/English IVR testing is a plus.

• Bachelor’s degree in IT, Computer Science, Telecommunications, or a related field.

• Over 6 years of software/system testing experience.

• Strong hands-on experience in testing Genesys Cloud/contact center and telephony solutions.

• ISTQB Foundation certification is mandatory.

• Advanced ISTQB certification is an advantage.

• Experience in Banking/Financial Services is preferred.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health and wellness benefits.

• Opportunities for professional development and certification.

• Flexible working hours and remote work options.