Test Engineer – Genesys Cloud Contact Center

Role Overview

Core Requirements

• Experience with Genesys Cloud CX or an equivalent Genesys platform.
• End-to-end inbound and outbound call-flow testing experience.
• Experience testing IVR, DTMF, skills-based ACD routing, and queue validation.
• Experience testing callback and outbound campaigns.
• Experience validating voice and screen recordings.
• Experience with CDR, billing, and call-cost reconciliation.
• Experience validating historical and real-time reports and dashboards.
• Strong telephony knowledge covering PRI, ISDN, SIP, SBC, BYOC, and WebRTC.
• Experience with SIT, UAT, cutover, and failover testing.
• Experience testing SSO, RBAC, and Entra ID integration.
• Defect management and requirements traceability experience using JIRA or Azure DevOps.

Qualifications

• Bachelor's degree in Computer Science, IT, Telecommunications, or a related field.
• ISTQB Foundation Level certification is mandatory.
• Strong English communication skills are required.
• Strong test documentation, defect reporting, and analytical skills are required.
• Arabic and English multilingual IVR testing experience is an advantage.

Testing Scope

• Test inbound and outbound calls, IVR, ACD routing, callback, campaigns, call recording, reporting, telephony integrations, and failover scenarios.
• Validate CDR, billing, call costs, historical reports, real-time reports, and dashboards.
• Support system integration testing, user acceptance testing, cutover, and failover testing.
• Manage defects and maintain requirements traceability.