Description

Key Skills: Genesys Cloud, IVR Testing, Conversational AI, Cyara, API Testing, Quality Assurance, Test Automation, Contact Center Technologies, Software Testing, Customer Experience

Good to Have Skills: Experience with Contact Center technologies and Customer Experience (CX) platforms. Knowledge of CRM systems integration, backend services, and third-party platforms. Understanding of speech recognition and dialogue management systems.

Roles & Responsibilities:

• Analyze business requirements, user stories, and functional specifications for testing alignment
• Validate and test Genesys Cloud IVR and conversational AI solutions to ensure alignment with business requirements
• Perform functional, integration, regression, end-to-end, and user acceptance testing for contact center applications
• Design, develop, and execute manual and automated test cases for IVR and contact center applications
• Review and validate conversational AI components including intents, utterances, entities, and dialog flows
• Collaborate with developers, architects, and business stakeholders to ensure quality throughout the software development lifecycle
• Validate integrations with CRM systems, APIs, backend services, and third-party platforms effectively
• Perform root cause analysis for defects and production issues and recommend corrective actions
• Support production validation, release testing, and ongoing quality assurance initiatives across projects
• Ensure delivered solutions provide a seamless and effective customer experience across voice and digital channels

Experience Required: 4-6 years of experience in QA Analysis or similar role within Contact Center or Customer Care Technology environments. Hands-on experience with Genesys NLP IVR or other Conversational AI solutions. Strong understanding of IVR technologies, call flows, speech recognition, and customer interaction management.

Education: Bachelor's degree in Computer Science, Information Technology, Engineering, Business, or a related field

Key Skills

Education

Any Graduate