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.
Requirements
- 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.
