Senior Test Engineer - Genesys Cloud Contact Center

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.

• 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.