Description

You will own quality assurance for Genesys Cloud IVR and conversational AI solutions, ensuring seamless customer experiences across voice and digital channels.

This role is on-site.

Responsibilities

• Analyze business requirements and functional specifications to align testing strategies with user stories.
• Validate Genesys Cloud IVR and conversational AI components, including intents, utterances, entities, and dialog flows.
• Design and execute manual and automated test cases for functional, integration, regression, and end-to-end testing.
• Perform root cause analysis on defects and production issues, recommending corrective actions to stakeholders.
• Collaborate with developers and architects to ensure quality throughout the software development lifecycle.

Required Skills

• 4-6 years of experience in QA or analysis within Contact Center or Customer Care Technology environments.
• Hands-on experience with Genesys Cloud, IVR testing, and Conversational AI platforms.
• Proficiency in API testing and validating integrations with CRM systems, backend services, and third-party platforms.
• Experience with Cyara or similar test automation tools for contact center applications.
• Strong understanding of call flows, speech recognition, and dialogue management systems.
• Bachelor's degree in Computer Science, IT, Engineering, Business, or a related field.
• Ability to support production validation and release testing initiatives.

Preferred Skills

• Experience with customer experience (CX) platforms and understanding of CRM system integrations.
• Knowledge of backend services and third-party platform interactions.

Key Skills

Education

Any Graduate