Senior UAT Test Analyst

Experience: 5 Years

Employment Type: Contract

Location: Remote

Industry: Telecom / Contact Centre / Technology

Job Summary

We are looking for an experienced Senior UAT Test Analyst with 5 years of experience in User Acceptance Testing (UAT) and solid hands-on experience testing Genesys Contact Centre solutions.

The successful candidate will work closely with business users, Product Owners, SMEs, delivery teams, developers, QA/Test teams, and technical stakeholders throughout the UAT lifecycle. The role will focus on validating end-to-end customer and agent journeys, Voice/IVR functionality, business processes, and system integrations.

The ideal candidate should be able to understand business requirements, translate them into practical UAT scenarios, identify and clearly document defects, coordinate defect resolution and retesting, and support the business through UAT completion, acceptance, and production readiness.

Key Responsibilities

- Execute User Acceptance Testing (UAT) for Genesys-based Contact Centre solutions.
- Perform end-to-end testing of customer and agent journeys across the Contact Centre ecosystem.
- Conduct Voice and IVR testing, including:
- Call flows
- Call routing
- IVR menu options
- Prompts
- Queues
- Transfers
- Agent interactions
- Call handling scenarios
- Validate business processes and customer journeys against approved requirements and acceptance criteria.
- Create and execute UAT test cases and scenarios covering positive, negative, exception, and edge-case scenarios.
- Work directly with business stakeholders and SMEs to understand business scenarios and translate them into meaningful UAT test cases.
- Collaborate with Business SMEs, Product Owners, Test Managers, Developers, QA teams, and delivery stakeholders throughout the UAT lifecycle.
- Identify, document, and track defects with clear descriptions, supporting evidence, and business/customer impact.
- Participate in defect triage meetings and work with technical teams to support issue resolution.




- Perform retesting and regression testing following defect fixes.
- Maintain accurate UAT execution results, test evidence, defect information, and other required documentation.
- Support UAT planning and readiness activities.
- Provide regular updates on test progress, risks, issues, and defect status.
- Work toward successful business acceptance, UAT sign-off, and production deployment readiness.
- Ensure testing activities are aligned with agreed quality standards, requirements, and acceptance criteria.

Required Skills & Experience

- 5 years of experience in software testing, with strong hands-on experience in User Acceptance Testing (UAT).
- Proven experience testing Genesys Contact Centre solutions.
- Experience with Genesys Cloud CX and/or Genesys Engage is highly desirable.
- Strong understanding of Contact Centre operations and customer service journeys.
- Hands-on experience with Voice and IVR testing.
- Experience testing call routing, IVR menus, queues, transfers, agent interactions, and customer journeys.
- Strong experience in End-to-End (E2E) testing across multiple systems and business processes.
- Ability to understand business requirements and convert them into effective UAT scenarios and test cases.
- Experience working directly with business stakeholders, SMEs, and Product Owners during UAT.
- Good understanding of the complete defect lifecycle, including defect logging, triage, retesting, regression testing, and closure.
- Ability to clearly communicate defects, test results, risks, and business/customer impact.
- Experience working in large-scale transformation or enterprise technology programs.




- Ability to coordinate effectively with multiple teams and stakeholders.
- Strong analytical, problem-solving, documentation, and communication skills.

Desirable / Preferred Experience

- Previous experience working on BT or other large-scale telecom programs.
- Experience in the Telecommunications / Communications industry.
- Experience testing omnichannel Contact Centre solutions, including:
- Voice
- Chat
- Messaging
- Email
- Digital channels
- Experience testing integrations between Contact Centre platforms and CRM or service-management platforms.
- Experience with Salesforce, ServiceNow, or similar enterprise platforms.
- Familiarity with test management and defect tracking tools such as JIRA, Azure DevOps, or equivalent.
- Experience working in Agile/Scrum or large-scale transformation environments.

Key Skills / Keywords

UAT Testing | User Acceptance Testing | Genesys | Genesys Cloud CX | Genesys Engage | Contact Centre Testing | Voice Testing | IVR Testing | E2E Testing | Call Routing | Customer Journey Testing | Agent Journey Testing | Defect Management | Regression Testing | Test Cases | Test Scenarios | JIRA | Azure DevOps | Salesforce | ServiceNow | Telecom | Omnichannel Testing

Candidate Profile

We are looking for someone who:

- Has strong hands-on UAT and Contact Centre testing experience.
- Can independently plan and execute UAT activities.
- Is comfortable working directly with business users and senior stakeholders.
- Can clearly explain technical defects in terms of business and customer impact.
- Has strong attention to detail and documentation skills.
- Can work effectively across multiple teams and systems.
- Is comfortable working in a fast-paced, large-scale transformation environment.
- Takes ownership of testing activities and drives issues through to resolution and closure.

Pay: ₹70,000.00 - ₹120,000.00 per month

Experience

- User acceptance testing: 5 years (Required)

Work Location: Remote

📌 Senior UAT Test Analyst (India)
🏢 Tech Next
📍 India