Genesys Cloud Testing Engineer

Genesys Cloud Testing Engineer

Key Responsibilities

• Design, develop, and execute test plans, test scenarios, test cases, and test scripts for Genesys Cloud CX solutions.
• Perform functional, integration, regression, system integration testing, user acceptance testing support, and production validation.
• Validate Genesys Cloud components including Architect flows, IVR, queues, skills-based routing, inbound and outbound call flows, callback, campaigns, digital channels, and reporting dashboards.
• Test integrations with CRM platforms, telephony systems, SIP/SBC, WebRTC, APIs, workforce management, call recording, and third-party applications.
• Analyze business requirements, technical specifications, and call-flow designs to ensure complete test coverage.
• Identify, document, track, and manage defects using tools such as Jira, Azure DevOps, Confluence, or similar platforms.
• Collaborate with developers, platform teams, business users, operations, and project stakeholders to resolve issues and ensure timely defect closure.
• Support migration, cutover, release validation, and hypercare activities for Genesys Cloud implementations and enhancements.
• Prepare testing status reports, quality metrics, defect summaries, and release readiness updates for project stakeholders.
• Contribute to continuous improvement of testing processes, automation practices, reusable test assets, and quality assurance standards.

Required Skills

• Hands-on experience in Genesys Cloud CX or Genesys contact center testing.
• Strong understanding of contact center concepts including IVR, ACD, call routing, queues, skills, agent desktop, call recording, and reporting.
• Experience in testing voice, digital, chat, email, outbound dialing, and CRM-integrated contact center solutions.
• Knowledge of telephony concepts such as SIP, SBC, BYOC, WebRTC, DTMF, and call recording validation.
• Ability to create detailed test cases from requirements, process flows, call-flow diagrams, and solution designs.
• Experience with defect management, test execution tracking, and requirements traceability.
• Good understanding of Agile delivery methodology and software testing life cycle processes.
• Strong analytical, problem-solving, communication, and stakeholder coordination skills.

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Key Responsibilities

• Design, develop, and execute test plans, test scenarios, test cases, and test scripts for Genesys Cloud CX solutions.
• Perform functional, integration, regression, system integration testing, user acceptance testing support, and production validation.
• Validate Genesys Cloud components including Architect flows, IVR, queues, skills-based routing, inbound and outbound call flows, callback, campaigns, digital channels, and reporting dashboards.
• Test integrations with CRM platforms, telephony systems, SIP/SBC, WebRTC, APIs, workforce management, call recording, and third-party applications.
• Analyze business requirements, technical specifications, and call-flow designs to ensure complete test coverage.
• Identify, document, track, and manage defects using tools such as Jira, Azure DevOps, Confluence, or similar platforms.
• Collaborate with developers, platform teams, business users, operations, and project stakeholders to resolve issues and ensure timely defect closure.
• Support migration, cutover, release validation, and hypercare activities for Genesys Cloud implementations and enhancements.
• Prepare testing status reports, quality metrics, defect summaries, and release readiness updates for project stakeholders.
• Contribute to continuous improvement of testing processes, automation practices, reusable test assets, and quality assurance standards.

Required Skills

• Hands-on experience in Genesys Cloud CX or Genesys contact center testing.
• Strong understanding of contact center concepts including IVR, ACD, call routing, queues, skills, agent desktop, call recording, and reporting.
• Experience in testing voice, digital, chat, email, outbound dialing, and CRM-integrated contact center solutions.
• Knowledge of telephony concepts such as SIP, SBC, BYOC, WebRTC, DTMF, and call recording validation.
• Ability to create detailed test cases from requirements, process flows, call-flow diagrams, and solution designs.
• Experience with defect management, test execution tracking, and requirements traceability.
• Good understanding of Agile delivery methodology and software testing life cycle processes.
• Strong analytical, problem-solving, communication, and stakeholder coordination skills.

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• Status Reporting and Customer Focus on an ongoing basis with respect to testing and its execution

  • Ensure good quality of interaction with customer w.r.t. e-mail content, fault report tracking, voice calls, business etiquette etc
  • On time deliveries - WSRs, Test execution report and relevant dashboard updates in Test management repository
  • Updates of accurate efforts in eCube, TMS and other project related trackers
  • Timely Response to customer requests and no instances of complaints either internally or externally

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