Test Engineer – Genesys Cloud Contact Center

Summary:

We’re looking for an experienced Test Engineer with strong hands-on expertise in Genesys Cloud CX, contact-center testing, and telephony systems to support a major cloud contact-center migration project for a prestigious banking organization.

The ideal candidate should have end-to-end testing experience across inbound and outbound calls, IVR, ACD routing, callback, campaigns, call recording, CDR/billing validation, reporting, telephony integration, and failover scenarios .

Key Details:

✅ Experience: 4+ Years

✅ Domain: Contact Center/Telephony Testing

✅ Banking or Financial Services experience

✅ Strong English communication skills

Must-Have Skills:

📌 Hands-on experience testing Genesys Cloud CX or equivalent Genesys platforms

📌 End-to-end inbound and outbound call-flow testing

📌 IVR, DTMF, skills-based ACD routing and queue validation

📌 Callback and outbound campaign testing

📌 Voice and screen-recording validation

📌 CDR, billing and call-cost reconciliation

📌 Historical and real-time reports and dashboard validation

📌 Strong telephony knowledge: PRI, ISDN, SIP, SBC, BYOC and WebRTC

📌 SIT, UAT, cutover and failover testing

📌 Defect management and requirement traceability using JIRA or Azure DevOps

Additional Requirements:

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

📌 ISTQB Foundation Level certification is mandatory

📌 Experience testing SSO, RBAC and Entra ID integration

📌 Multilingual Arabic/English IVR testing experience is an advantage

📌 Strong test documentation, defect reporting and analytical skills