4-7 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. ~ Solid 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. ~ Analytical mindset with a problem-solving approach to testing and integration challenges.