Voice Quality Assurance (QA) Analyst Genesys Cloud

Role Summary:

The Voice QA Analyst ensures the quality, reliability, and operational integrity of enterprise voice routing, call flows, integrations, and end user configurations. This role focuses heavily on Genesys Cloud routing and configuration validation, while also supporting CRM integrations, endpoint behavior, and agent workstation readiness.

Key Responsibilities:
Validate and test Genesys Cloud routing, queues, call flows, and configurations prior to production release.
Execute functional and regression testing for voice changes, platform updates, and integration enhancements.
Verify Salesforce and related CRM integrations for correct call handling, screen pop behavior, and data capture.
Test and validate agent settings including headsets, PC configurations, softphone behavior, and audio quality.
Identify, document, and track defects; partner with engineering teams to drive resolution.




Develop and maintain QA test plans, test cases, and validation standards specific to voice systems.
Participate in release readiness reviews and post deployment validation.
Support incident triage by reproducing issues and confirming fixes.

Required Skills & Experience:
Robust understanding of enterprise voice routing concepts and contact center operations.
Hands on experience with Genesys Cloud CX configuration and testing.
Working knowledge of CRM integrations, especially Salesforce.
Familiarity with endpoint and audio troubleshooting (headsets, PCs, soft clients).
Robust documentation and communication skills.

Preferred Qualifications:
Experience testing cloud-based contact center or UCaaS platforms.
Exposure to automation assisted testing frameworks.

📌 Senior Testing Engineer Voice Bengaluru
🏢 Ferguson
📍 Bengaluru