Contact Center Test Engineer (Genesys Cloud)
Core
Ensure quality, reliability, and release readiness of enterprise contact centre platforms used at scale for global banking and financial services clients.
Role type
Senior Contact Center Test Engineer (Genesys Cloud)
Builds
Enterprise contact centre platforms (Genesys Cloud, Genesys Engage) for global banking clients
Domain
Financial Services / Contact Center as a Service (CCaaS)
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Contact center testing, Genesys Cloud, Genesys Engage, CCaaS platforms, AWS, Jira, Oracle SBC, Nuance platforms, Pindrop, Oracle Database 19c, test automation frameworks, Agile, DevOps
Preferred skills
ITIL certification, experience in regulated industries, international team collaboration
Technologies
Genesys Cloud, Genesys Engage, AWS, Jira, GitHub, Splunk, Oracle SBC, Nuance Gateway, Nuance Voice Server, Pindrop, Oracle Database 19c
Responsibilities
Validate routing configurations, scripting changes, chatbot enhancements, and AI-driven updates; Perform end-to-end testing of customer and agent journeys; Create and maintain test plans, test cases, and validation strategies; Conduct integration testing across telephony components and databases; Support CAB reviews, UAT, release governance, and post-release validation; Identify, document, and manage defects using Jira; Monitor testing progress, risks, and quality metrics.
Seniority
Senior, hands-on IC
