DYNAMICS 365 TELEPHONY TEST ENGINEER
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Key skills for this role
Key Skills for This Role
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Responsibilities
- Validate inbound and outbound call flows, ensuring smooth customer interactions.
- Test IVR routing, call transfers, and queues, optimizing call center efficiency.
- Verify screen pop functionality and accurate call logging within Dynamics 365.
- Conduct omnichannel testing across voice, chat, email, and SMS channels.
- Integrate and test with leading telephony platforms like Genesys, NICE CXone, and Cisco.
- Validate APIs and data synchronization between Dynamics 365 and telephony systems.
- Collaborate with development teams to identify and resolve integration issues.
- Create and execute comprehensive test plans and scenarios for CTI integrations.
- Document and report test results, providing insights for continuous improvement.
Qualifications
- 5-7 years of experience in software testing, with a focus on Dynamics 365 Customer Service.
- Expertise in CTI testing, contact center solutions, and omnichannel capabilities.
- Proficiency in Azure DevOps or JIRA for test management.
- Strong knowledge of API testing and SQL for data validation.
- Experience with telephony platforms like Genesys, NICE CXone, Five9, and Avaya.
- Ability to design and execute test scenarios for inbound call routing and outbound dialing.
- Understanding of IVR navigation and call transfer processes.
- Familiarity with call recording validation and case creation validation.
- Excellent communication and collaboration skills for effective team work.
- Analytical mindset with a problem-solving approach to testing and integration challenges.
About Zensar
Global technology firm providing digital transformation and infrastructure services.
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