Contract Center QA Lead

1 week ago


Alpharetta, United States SysMind Tech Full time
Role: Contact Center QA
Location: Alpharetta, GA


  • Experience in Contact Center Testing using IVR, Cyara Automation, CRM testing using Salesforce, Agile Way of Working, Genesys / Genesys cloud.
Must Have Skills:
  • Good knowledge of Contact Center Domain.
  • Good knowledge of IVR routing flows using Genesys, Genesys Cloud CX.
  • Hands-on knowledge on automating IVR flows using Cyara Automation tool.
  • Good knowledge of SQL queries.
  • Good knowledge of Genesys cloud, Genesys reports and dashboards.
  • Good communication skills.
  • Good knowledge of Database Testing.
Good To Have Skills:
  • Experience testing of Salesforce applications (CRM apps).
  • Knowledge of Contact Center Workforce Management and Quality Management.
  • Knowledge of test automation (Java/Selenium) - scripting, debugging, maintenance of automation scripts.
  • Experience in API Testing.
  • Experience in testing and automation of live chat apps.
  • Contact Center QA Lead is responsible for creating tperson Test Plan/ test cases for IVR routing scenarios.
  • Automate tperson IVR flows using Cyara tool.
  • Test tperson Agent desktop applications for integration with Genesys Cloud.
  • Work with a different of stakeholders to understand requirements and deliver solutions.
  • Take ownership of project and see it through completion.
  • Strong analytical and problem-solving skill.
  • Ability to work independently as well as part-of-team.

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