Senior Test Engineer - Genesys Cloud Contact Center
At a Glance
- Category
- 💻 Technology
- Level
- Senior
- Experience
- 6+ years
- Type
- Contract
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We are looking for a Senior Test Engineer – Genesys Cloud Contact Center to support the Bank’s migration from a legacy contact center platform to Genesys Cloud CX.
The role will be responsible for end-to-end functional and non-functional testing covering IVR, inbound/outbound calls, ACD routing, callback, call recording, reporting, CDR/billing, telephony integrations, and failover. The Test Engineer will support SIT, UAT, migration, cutover, and hypercare activities.
Key Responsibilities
• Design and execute test cases for Genesys Cloud contact center solutions.
• Test Arabic/English IVR, DTMF, call flows, ACD and skills-based routing.
• Validate inbound/outbound calls, callback, campaigns, and dialling functionality.
• Test voice/screen recording, CDR, billing, reports, dashboards, and quality management.
• Validate telephony integrations including PRI/ISDN, SIP, SBC, BYOC and WebRTC.
• Perform failover, resilience, performance, and integration testing.
• Manage defects and maintain traceability between requirements, test cases, and defects.
• Support SIT, UAT, cutover, and production validation.
Requirements
- Technical Skills
- Hands-on Genesys Cloud CX / Genesys testing experience.
- Strong knowledge of IVR, ACD, call flows, routing, and contact center operations.
- Experience with telephony, SIP/SBC, BYOC, WebRTC, call recording, CDR and billing validation.
- Experience with JIRA, Azure DevOps, or similar test/defect management tools.
- Arabic/English IVR testing experience is an advantage.
- Qualifications & Experience
- Bachelor’s degree in IT, Computer Science, Telecommunications, or related field.
- 6+ years of software/system testing experience.
- Strong hands-on experience in Genesys Cloud/contact center and telephony testing.
- ISTQB Foundation certification required; Advanced certification is an advantage.
- Banking/Financial Services experience is preferred.
Requirements
- •Hands-on Genesys Cloud CX testing experience
- •Strong knowledge of IVR, ACD, call flows, routing, and contact center operations
- •Experience with telephony, SIP/SBC, BYOC, WebRTC, call recording, CDR and billing validation
- •Experience with JIRA, Azure DevOps, or similar test/defect management tools
- •6+ years of software/system testing experience
- •ISTQB Foundation certification required
Nice to Have
- •Arabic/English IVR testing experience
- •ISTQB Advanced certification
- •Banking/Financial Services experience
Responsibilities
- •Design and execute test cases for Genesys Cloud contact center solutions
- •Test Arabic/English IVR, DTMF, call flows, ACD and skills-based routing
- •Validate inbound/outbound calls, callback, campaigns, and dialling functionality
- •Test voice/screen recording, CDR, billing, reports, dashboards, and quality management
- •Validate telephony integrations including PRI/ISDN, SIP, SBC, BYOC and WebRTC
- •Perform failover, resilience, performance, and integration testing
- •Manage defects and maintain traceability between requirements, test cases, and defects
- •Support SIT, UAT, cutover, and production validation
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