Role & responsibilities

We are looking for an experienced Genesys Cloud CX Test Engineer with strong hands-on experience in testing Genesys Cloud, IVR systems, voicebots/chatbots, call flows, telephony integrations, and contact-center solutions.

The candidate should have robust knowledge of ASR, DTMF, ACD/skills-based routing, SBC, WebRTC, CRM integrations, and performance testing. The role involves end-to-end functional, integration, regression, and performance testing of contact-center applications.

Key Responsibilities

1. Test Planning & Execution

- Design, develop, and execute test cases for Genesys Cloud CX, IVR, voicebots, chatbots, and contact-center applications.
- Prepare test scenarios, test data, execution plans, and regression test suites.
- Perform functional, integration, system, regression, and end-to-end testing.
- Validate application behavior across different call and customer interaction scenarios.

1. IVR & Call Flow Validation

- Test and validate end-to-end IVR call flows.
- Validate ASR (Automatic Speech Recognition) functionality and speech-based customer interactions.
- Test DTMF inputs, prompts, menus, retries, timeouts, and error handling.
- Validate ACD and skills-based routing, queue behavior, priorities, transfers, and agent assignment.
- Test inbound, outbound, transfer, conference, callback, and escalation scenarios.

1. Voicebot & Chatbot Testing

- Validate automated voicebot/chatbot conversations and customer journeys.
- Test intent recognition, response accuracy, fallback scenarios, escalation, and bot-to-agent transfers.
- Validate bot behavior under positive, negative, and unexpected customer inputs.
- Perform end-to-end testing of automated customer interaction flows.

1. Telephony & Integration Testing

- Validate telephony configurations,



SIP connectivity, SBC (Session Border Controller), and WebRTC functionality.
- Test call setup, routing, transfer, disconnect, reconnect, and failure scenarios.
- Validate integrations between Genesys Cloud and CRM platforms such as Salesforce and ServiceNow.
- Verify CTI functionality, screen pops, customer information, interaction records, and call disposition data.
- Troubleshoot integration and connectivity issues with technical teams.

1. Performance & Resilience Testing

- Conduct load, stress, volume, endurance, and failover testing for contact-center infrastructure.
- Validate system behavior under high call volumes and concurrent user loads.
- Test system recovery and failover scenarios.
- Identify performance bottlenecks and provide detailed test results and observations.

1. Defect Management

- Log, track, prioritize, and validate defects using Jira or similar tools.
- Maintain test evidence, execution reports, defect reports, and test documentation.
- Collaborate with development, Genesys, telephony, infrastructure, and business teams to resolve defects.
- Perform defect retesting and regression testing after fixes.

1. Documentation & Reporting

- Prepare test plans, test cases, test scenarios, traceability matrices, and execution reports.
- Maintain project documentation in Confluence.
- Provide regular status updates on test execution, defects, risks, and release readiness.




- Participate in requirement reviews and identify potential test scenarios and gaps.

Required Skills
- Strong hands-on experience in Genesys Cloud CX / Genesys Cloud testing.
- Good understanding of IVR and contact-center technologies.
- Experience with ASR, DTMF, ACD, skills-based routing, queues, and call flows.
- Experience testing voicebots/chatbots.
- Knowledge of SBC, SIP, telephony, and WebRTC.
- Experience with Salesforce, ServiceNow, or other CRM integrations.
- Experience with Jira and Confluence.
- Hands-on experience in performance, load, stress, and failover testing.
- Strong understanding of functional, integration, regression, and end-to-end testing.
- Good troubleshooting and defect analysis skills.

Good to Have
- Experience with Genesys Cloud Architect.
- Knowledge of SIP traces, call logs, and telephony troubleshooting.
- Experience with API testing and REST APIs.
- Knowledge of contact-center reporting and analytics.
- Experience with test automation for contact-center/voice applications.
- Familiarity with CI/CD and Agile/Scrum methodologies.

Candidate Profile
- Strong analytical and problem-solving skills.
- Excellent understanding of customer interaction and contact-center workflows.
- Good communication and collaboration skills.
- Ability to work independently and coordinate with cross-functional teams.
- Strong attention to detail, particularly while validating complex call flows and integrations.

Key Mandatory Skills Genesys Cloud CX | IVR | ASR | DTMF | ACD | Call Flow Testing | Voicebot/Chatbot | SBC | WebRTC | Telephony | CRM Integration | Salesforce/ServiceNow | Performance Testing | Jira | Confluence

Preferred candidate profile

📌 Genesys Tester (Bengaluru)
🏢 DynPro
📍 Bengaluru