Contact Center Test Engineer (Genesys Cloud)

Responsibilities:

• Validate routing configurations, scripting changes, chatbot enhancements, AI-driven updates, and platform changes across contact centre environments.
• Perform end-to-end testing of customer and agent journeys, ensuring business requirements and technical designs are properly covered.
• Create and maintain test plans, test cases, validation strategies, and supporting quality documentation.

Qualifications:

• 6+ years of strong hands-on experience in contact centre testing, quality engineering, or platform validation within enterprise-scale environments.
• Practical knowledge of Genesys Cloud and Genesys Engage, including routing, scripting, customer journeys, agent journeys, and integration points.
• Experience with CCaaS platforms, AWS, and modern customer engagement technologies across voice, digital, chatbot, and AI-enabled channels.

Nice to Have:

• ITIL v3 or newer certification.
• Experience working within global financial institutions, regulated industries, or highly governed enterprise environments.
• Interest in continual service improvement, automation, customer experience transformation, and AI-enabled contact centre platforms.