The Giant Bullseye
Job Description
Job Description
Job Summary:
We are seeking a meticulous and experienced
QA Engineer
with a strong background in
Contact Center Testing , particularly in
Genesys
and
Amazon Connect
environments. This role involves validating voice, IVR, call routing, CTI, and omnichannel capabilities to ensure seamless customer experiences and system reliability across complex contact center platforms.
Key Responsibilities:
Perform
end-to-end testing
of contact center solutions, including IVR flows, call routing, screen pop, agent desktops, and call recording.
Validate integrations between
Genesys
and
Amazon Connect
with CRM systems, databases, and third-party services.
Develop and execute detailed
test plans ,
test cases , and
test scripts
tailored to voice and digital channels.
Test
contact flows ,
queue behaviors ,
agent routing ,
skill-based routing , and
failover scenarios .
Perform
regression ,
functional , and
UAT
testing for contact center releases and updates.
Collaborate closely with development, operations, and business stakeholders to define test strategies and ensure quality deliverables.
Use tools such as
CallSimulators ,
SIP analyzers , and
logging/monitoring tools
for troubleshooting.
Document test results and log defects in tools like
JIRA
or
Azure DevOps .
Required Qualifications:
8+ years of QA experience with a focus on
Contact Center Testing .
Hands-on experience with
Genesys Cloud/Engage
and
Amazon Connect
platforms.
Solid understanding of
IVR ,
ACD ,
CTI , and
telephony protocols
(SIP, RTP).
Familiarity with
AWS services
(e.g., Lambda, Lex, CloudWatch) used in Amazon Connect implementations.
Experience in testing
voice and chat bots ,
screen recordings , and
call analytics .
Knowledge of
network troubleshooting ,
log analysis , and
telecom tracing tools .
Job Description
Job Summary:
We are seeking a meticulous and experienced
QA Engineer
with a strong background in
Contact Center Testing , particularly in
Genesys
and
Amazon Connect
environments. This role involves validating voice, IVR, call routing, CTI, and omnichannel capabilities to ensure seamless customer experiences and system reliability across complex contact center platforms.
Key Responsibilities:
Perform
end-to-end testing
of contact center solutions, including IVR flows, call routing, screen pop, agent desktops, and call recording.
Validate integrations between
Genesys
and
Amazon Connect
with CRM systems, databases, and third-party services.
Develop and execute detailed
test plans ,
test cases , and
test scripts
tailored to voice and digital channels.
Test
contact flows ,
queue behaviors ,
agent routing ,
skill-based routing , and
failover scenarios .
Perform
regression ,
functional , and
UAT
testing for contact center releases and updates.
Collaborate closely with development, operations, and business stakeholders to define test strategies and ensure quality deliverables.
Use tools such as
CallSimulators ,
SIP analyzers , and
logging/monitoring tools
for troubleshooting.
Document test results and log defects in tools like
JIRA
or
Azure DevOps .
Required Qualifications:
8+ years of QA experience with a focus on
Contact Center Testing .
Hands-on experience with
Genesys Cloud/Engage
and
Amazon Connect
platforms.
Solid understanding of
IVR ,
ACD ,
CTI , and
telephony protocols
(SIP, RTP).
Familiarity with
AWS services
(e.g., Lambda, Lex, CloudWatch) used in Amazon Connect implementations.
Experience in testing
voice and chat bots ,
screen recordings , and
call analytics .
Knowledge of
network troubleshooting ,
log analysis , and
telecom tracing tools .