Description
We are looking for an experienced skilled to lead testing efforts for CTI integrations and contact center solutions. The ideal candidate will validate call flows, test omnichannel interactions, and ensure data synchronization with various telephony platforms. This role is crucial for delivering a robust and integrated customer service experience.

Responsibilities
- Validate inbound and outbound call flows, ensuring smooth customer interactions.
- Test IVR routing, call transfers, and queues, optimizing call center efficiency.
- Verify screen pop functionality and accurate call logging within Dynamics 365.
- Conduct omnichannel testing across voice, chat, email, and SMS channels.
- Integrate and test with leading telephony platforms like Genesys, NICE CXone, and Cisco.
- Validate APIs and data synchronization between Dynamics 365 and telephony systems.
- Collaborate with development teams to identify and resolve integration issues.
- Create and execute comprehensive test plans and scenarios for CTI integrations.




- Document and report test results, providing insights for continuous improvement.

Qualifications
- 5-7 years of experience in software testing, with a focus on Dynamics 365 Customer Service.
- Expertise in CTI testing, contact center solutions, and omnichannel capabilities.
- Proficiency in Azure DevOps or JIRA for test management.
- Strong knowledge of API testing and SQL for data validation.
- Experience with telephony platforms like Genesys, NICE CXone, Five9, and Avaya.
- Ability to design and execute test scenarios for inbound call routing and outbound dialing.
- Understanding of IVR navigation and call transfer processes.
- Familiarity with call recording validation and case creation validation.
- Excellent communication and collaboration skills for effective team work.
- Analytical mindset with a problem-solving approach to testing and integration challenges.

📌 Dynamics 365 Telephony Test Engineer (India)
🏢 Zensar Technologies
📍 India