Consultant QA

The ideal candidate will be a skilled QA Tester with hands-on experience in Genesys Cloud (CX) contact center solutions. This role is responsible for ensuring the quality, functionality, and reliability of voice, chat, email, and digital interaction workflows within the Genesys Cloud platform. The QA Tester will collaborate with cross-functional teams to test integrations, configurations, and customizations, ensuring a seamless experience for both customers and agents.

Key Responsibilities:

Develop, execute, and maintain comprehensive test plans, test cases, and test scripts for the Genesys Cloud application.
Perform functional, regression, integration, and end-to-end testing across all communication channels (voice, chat, email, messaging, etc.).
Validate IVR flows, routing strategies, queues, call recording, and agent desktop configurations in Genesys Cloud.
Conduct API testing for Genesys integrations with CRM, workforce management, and reporting systems.
Identify, document, and track defects and issues using test management tools (e.g. IBM RTC/RQM , jira)
Collaborate with developers, solution architects, and business analysts to troubleshoot and validate fixes.
Participate in UAT (User Acceptance Testing) and production validation activities.
Ensure compliance with business requirements, technical specifications, and QA best practices.
Contribute to automation testing frameworks for Genesys Cloud features (optional but desirable).
Provide detailed test reports, status updates, and quality metrics to stakeholders.

Required Skills & Qualifications:

Bachelor’s degree in Computer Science, Information Technology, or related field.
5-7 years of QA testing experience, preferably in contact center or cloud communication environments.
Hands-on experience with Genesys Cloud (CX / PureCloud) – including testing of routing, flows, call handling, and integrations.
Strong understanding of SIP, IVR, telephony concepts, and omnichannel interactions.
Experience with REST APIs, JSON, and Postman for integration testing.
Proficient in test case management and defect tracking tools .
Knowledge of Agile/Scrum methodologies.
Excellent analytical, documentation, and communication skills.