Plan, script, and execute integration, system, end-to-end, and user acceptance testing for all assigned projects, ensuring proper coverage and adherence to schedules. Lead test deliverables review sessions, ensuring alignment with project timelines. Work on multiple projects/systems as a key project team member, serving as a subject matter expert for specific projects/systems. Participate in Scrum ceremonies and collaborate closely with cross-functional teams. Understand the QA scope for assigned projects, provide estimates, and plan test activities accordingly. Create test cases/scripts (manual and automated), and ensure test data is properly set up for each test. Execute both manual and automated tests within established timelines. Provide QA support during release discussions and ensure testing aligns with release goals. Maintain and modernize the existing Automation Framework, with a focus on automating regression tests for ongoing optimization. Troubleshoot and resolve issues related to automation, particularly in Mobile QA Automation UI and API testing. Communicate status daily to leadership during functional and regression testing, ensuring that release defects are tracked and resolved. Proactively identify risks and issues within the team and assist in resolving them in collaboration with the immediate manager. Provide thought leadership in Mobile Channel Testing and contribute valuable insights for improving testing practices. Document and track all testing activities using Azure DevOps . Work with various systems, including contact center reporting and analytics, IVR/IVA, CRM, workforce management, and call routing systems. Preferred Qualifications: Strong negotiation skills, with the ability to influence and share information effectively across teams. Proficiency with Cyara Automation Test Suite and a deep understanding of common testing methods and industry best practices. Experience with contact center systems , including Cisco UCCE, Verint WFO Suite, Nuance natural language IVRs, and VHT Callback. Genesys Cloud certification is a plus. Experience with Agile collaboration tools, specifically Microsoft Azure DevOps (ADO) or Jira . Ability to clearly explain system issues to management and establish effective working relationships with internal customers. Experience working in an Agile/Scrum environment. Knowledge of data structures, data management practices, and regulatory obligations (e.g., PCI, SOX). Advanced knowledge of tools for processing or displaying data in test environments. Understanding of voice IVR testing (manual testing, with limited automation capability). Familiarity with contact center technologies, including routing, reporting, workforce management, speech/text analytics, and CRM platforms. Experience with Genesys CX Cloud platform (preferred). Technical Skills: QA Testing, Integration Testing, User Acceptance Testing (UAT), Regression Testing, Test Automation, Cyara Tool, Azure DevOps Contact Center Technologies, IVR, Speech Analytics, Workforce Management, Call Routing Agile Methodology, Jira, Test Case Creation, Test Scripting Mobile Testing, UI Testing, API Testing, Automation Framework Experience: Minimum: 4-6 years in QA Testing with a focus on integration, system, and UAT testing. Maximum: 7+ years of experience, ideally with deep expertise in contact center technologies, including voice IVR and cloud platforms.
