Test Engineer (Genesys Cloud Contact Center)

This is an Onsite Test Engineer role supporting a banking clients migration from Avaya to Genesys Cloud CX. You will handle the complete testing lifecycle, from reviewing the BRD/FSD and preparing positive and negative test cases to defect management, regression testing, SIT and UAT closure. The main focus is end-to-end contact-centre testing, including Arabic/English IVR flows, inbound and outbound calls, agent and service-queue routing, callbacks, campaigns, call and screen recording, reports, CDR and billing validation. You should also understand voice-network routing involving PRI, SIP, SBC, voice gateways and WebRTC, and be able to test failover and troubleshoot call-flow or voice-quality issues. The role requires 4+ years of testing experience, hands-on Genesys/contact-centre and telecom exposure, a relevant bachelors degree and mandatory ISTQB Foundation certification.

Mandatory Skills:

• 4+ years of software/system testing experience
• Hands-on experience in Genesys Cloud CX testing
• Experience testing inbound and outbound contact-centre calls
• Strong knowledge of IVR, DTMF, ACD routing, skills and service queues
• Experience preparing test scenarios, test cases and expected results from BRD/FSD
• Experience with negative, integration, regression, SIT and UAT testing
• Knowledge of telecom and voice networks, including PRI, SIP, SBC, voice gateways, BYOC and WebRTC
• Experience validating callbacks, campaigns, call recordings and reports
• Experience with CDR and billing/call-cost validation
• Knowledge of defect-management tools such as JIRA or Azure DevOps
• Bachelors degree in Computer Science, IT, Telecommunications or a related field
• ISTQB Foundation Level certification is mandatory
• Banking or financial-services experience is preferred
• Strong communication and analytical skills