Genesys Tester

Role & responsibilities

We are looking for an experienced Genesys Cloud CX Test Engineer with strong hands-on experience in testing Genesys Cloud, IVR systems, voicebots/chatbots, call flows, telephony integrations, and contact-center solutions.

The candidate should have strong knowledge of ASR, DTMF, ACD/skills-based routing, SBC, WebRTC, CRM integrations, and performance testing. The role involves end-to-end functional, integration, regression, and performance testing of contact-center applications.

Key Responsibilities

1. Test Planning & Execution

• Design, develop, and execute test cases for Genesys Cloud CX, IVR, voicebots, chatbots, and contact-center applications.
• Prepare test scenarios, test data, execution plans, and regression test suites.
• Perform functional, integration, system, regression, and end-to-end testing.
• Validate application behavior across different call and customer interaction scenarios.

2. IVR & Call Flow Validation

• Test and validate end-to-end IVR call flows.
• Validate ASR (Automatic Speech Recognition) functionality and speech-based customer interactions.
• Test DTMF inputs, prompts, menus, retries, timeouts, and error handling.
• Validate ACD and skills-based routing, queue behavior, priorities, transfers, and agent assignment.
• Test inbound, outbound, transfer, conference, callback, and escalation scenarios.

3. Voicebot & Chatbot Testing

• Validate automated voicebot/chatbot conversations and customer journeys.
• Test intent recognition, response accuracy, fallback scenarios, escalation, and bot-to-agent transfers.
• Validate bot behavior under positive, negative, and unexpected customer inputs.
• Perform end-to-end testing of automated customer interaction flows.

4. Telephony & Integration Testing

• Validate telephony configurations, SIP connectivity, SBC (Session Border Controller), and WebRTC functionality.
• Test call setup, routing, transfer, disconnect, reconnect, and failure scenarios.
• Validate integrations between Genesys Cloud and CRM platforms such as Salesforce and ServiceNow.
• Verify CTI functionality, screen pops, customer information, interaction records, and call disposition data.
• Troubleshoot integration and connectivity issues with technical teams.

5. Performance & Resilience Testing

• Conduct load, stress, volume, endurance, and failover testing for contact-center infrastructure.
• Validate system behavior under high call volumes and concurrent user loads.
• Test system recovery and failover scenarios.
• Identify performance bottlenecks and provide detailed test results and observations.

6. Defect Management

• Log, track, prioritize, and validate defects using Jira or similar tools.
• Maintain test evidence, execution reports, defect reports, and test documentation.
• Collaborate with development, Genesys, telephony, infrastructure, and business teams to resolve defects.
• Perform defect retesting and regression testing after fixes.

7. Documentation & Reporting

• Prepare test plans, test cases, test scenarios, traceability matrices, and execution reports.
• Maintain project documentation in Confluence.
• Provide regular status updates on test execution, defects, risks, and release readiness.
• Participate in requirement reviews and identify potential test scenarios and gaps.

Required Skills

• Strong hands-on experience in Genesys Cloud CX / Genesys Cloud testing.
• Good understanding of IVR and contact-center technologies.
• Experience with ASR, DTMF, ACD, skills-based routing, queues, and call flows.
• Experience testing voicebots/chatbots.
• Knowledge of SBC, SIP, telephony, and WebRTC.
• Experience with Salesforce, ServiceNow, or other CRM integrations.
• Experience with Jira and Confluence.
• Hands-on experience in performance, load, stress, and failover testing.
• Strong understanding of functional, integration, regression, and end-to-end testing.
• Good troubleshooting and defect analysis skills.

Good to Have

• Experience with Genesys Cloud Architect.
• Knowledge of SIP traces, call logs, and telephony troubleshooting.
• Experience with API testing and REST APIs.
• Knowledge of contact-center reporting and analytics.
• Experience with test automation for contact-center/voice applications.
• Familiarity with CI/CD and Agile/Scrum methodologies.

Candidate Profile

• Strong analytical and problem-solving skills.
• Excellent understanding of customer interaction and contact-center workflows.
• Good communication and collaboration skills.
• Ability to work independently and coordinate with cross-functional teams.
• Strong attention to detail, particularly while validating complex call flows and integrations.

Key Mandatory Skills

Genesys Cloud CX | IVR | ASR | DTMF | ACD | Call Flow Testing | Voicebot/Chatbot | SBC | WebRTC | Telephony | CRM Integration | Salesforce/ServiceNow | Performance Testing | Jira | Confluence

Preferred candidate profile