Genesys Cloud Testing Engineer

Job Description: Genesys Cloud Testing Engineer

Role Overview

We are looking for a skilled Genesys Cloud Testing Engineer to validate and ensure the quality, reliability, and performance of Genesys Cloud CX contact center solutions. The role will be responsible for planning, designing, executing, and reporting testing activities across voice, IVR, routing, digital channels, integrations, reporting, and contact center operational workflows.

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.

Qualifications and Experience

• Bachelors degree in Computer Science, Information Technology, Telecommunications, Engineering, or a related field.
• 3–6 years of experience in software testing, system testing, or contact center testing.
• Minimum 2 years of hands-on experience with Genesys Cloud CX, Genesys Engage, or similar contact center platforms is preferred.
• Experience working with enterprise contact center transformation, migration, or enhancement projects.
• ISTQB Foundation certification or equivalent QA/testing certification is an added advantage.

Preferred Skills

• Experience with Salesforce and Genesys integration testing.
• Exposure to automation testing tools and test automation frameworks.
• Knowledge of reporting validation, dashboards, historical data, CDR, billing, and quality management features.
• Experience supporting SIT, UAT, production deployment, and post-go-live validation.
• Ability to work independently in a fast-paced, client-facing delivery environment.