Senior Test Engineer - Genesys Cloud Contact Center

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 ResponsibilitiesDesign 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.RequirementsTechnical SkillsHands-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 & ExperienceBachelor’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.

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.

Unison Consulting was launched in Singapore on September 2012, the hub of the financial industry, with innovative visions in the technocratic arena. We are a boutique next-generation Technology Company with strong business-interests in Liquidity risk, Market Risk, Credit Risk and Regulatory Compliance. Unison provides technology consulting and services to implement Risk Management and Risk Analytics System for Financial Institutions. Our services suite comprises of Techno-Functional consulting, systems integration, Business Intelligence, information management, and custom development of IT solutions, plus project management expertise for financial institutions. We have expertise in latest cutting edge technology to achieve better total cost of ownership. Through our qualified professionals, we assist you drive your unique risk management strategies, whether that means efficient monitoring, improving risk appetite of the financial institutions, complying with regulations, or capturing growth opportunities through innovation, this is what maximizes your decision taking potential. At Unison Consulting, we view clients as partners, and our success is only measured by the success of our partners. So we put it all on the table in order to exceed expectations. Our staff consists of young, energetic and innovative consultants who are never afraid to challenge the conventions and push the boundaries in an effort to help our clients. For every project, no matter how large or how small, we strive to not only meet your needs, but deliver a showcase in your field.

Unison Consulting was launched in Singapore on September 2012, the hub of the financial industry, with innovative visions in the technocratic arena. We are a boutique next-generation Technology Company with strong business-interests in Liquidity risk, Market Risk, Credit Risk and Regulatory Compliance. Unison provides technology consulting and services to implement Risk Management and Risk Analytics System for Financial Institutions.

Our services suite comprises of Techno-Functional consulting, systems integration, Business Intelligence, information management, and custom development of IT solutions, plus project management expertise for financial institutions. We have expertise in latest cutting edge technology to achieve better total cost of ownership. Through our qualified professionals, we assist you drive your unique risk management strategies, whether that means efficient monitoring, improving risk appetite of the financial institutions, complying with regulations, or capturing growth opportunities through innovation, this is what maximizes your decision taking potential.

At Unison Consulting, we view clients as partners, and our success is only measured by the success of our partners. So we put it all on the table in order to exceed expectations. Our staff consists of young, energetic and innovative consultants who are never afraid to challenge the conventions and push the boundaries in an effort to help our clients. For every project, no matter how large or how small, we strive to not only meet your needs, but deliver a showcase in your field.