QA Engineer Contact Center Testing

Job Description

Job Summary:

We are seeking a meticulous and experienced QA Engineer with a strong background in Contact Center Testing, particularly in Genesys and Amazon Connect environments. This role involves validating voice, IVR, call routing, CTI, and omnichannel capabilities to ensure seamless customer experiences and system reliability across complex contact center platforms.

Key Responsibilities:

Perform end-to-end testing of contact center solutions, including IVR flows, call routing, screen pop, agent desktops, and call recording.

Validate integrations between Genesys and Amazon Connect with CRM systems, databases, and third-party services.

Develop and execute detailed test plans, test cases, and test scripts tailored to voice and digital channels.

Test contact flows, queue behaviors, agent routing, skill-based routing, and failover scenarios.

Perform regression, functional, and UAT testing for contact center releases and updates.

Collaborate closely with development, operations, and business stakeholders to define test strategies and ensure quality deliverables.

Use tools such as CallSimulators, SIP analyzers, and logging/monitoring tools for troubleshooting.

Document test results and log defects in tools like JIRA or Azure DevOps.

Required Qualifications:

8+ years of QA experience with a focus on Contact Center Testing.

Hands-on experience with Genesys Cloud/Engage and Amazon Connect platforms.

Solid understanding of IVR, ACD, CTI, and telephony protocols (SIP, RTP).

Familiarity with AWS services (e.g., Lambda, Lex, CloudWatch) used in Amazon Connect implementations.

Experience in testing voice and chat bots, screen recordings, and call analytics.

Knowledge of network troubleshooting, log analysis, and telecom tracing tools.