Five9 Manual Test Engineer

Job Title: Five9 Manual Test Engineer

Location: Onsite - Phoenix AZ / Raleigh NC Remote
Experience Required: 6-8 Years
Employment Type:Contract

Role Overview

We are seeking an experienced Five9 Manual Test Engineer to validate and ensure the quality of contact center and telephony solutions in enterprise environments. This role focuses on manual testing across IVR ACD CTI CRM and omnichannel platforms with strong exposure to cloud contact center technologies.

The ideal candidate brings deep domain knowledge in Five9 and related CCaaS platforms excellent analytical skills and experience working within Agile/Scrum teams.

Key Responsibilities

Manual Testing - Contact Center Platforms

• Perform manual functional regression and integration testing for contact center and telephony solutions.

• Validate end-to-end call flows across IVR ACD CTI CRM and omnichannel use cases.

• Test inbound/outbound call scenarios routing logic queues skills and agent workflows.

Platform & Telephony Validation

• Execute testing across platforms such as Five9 Amazon Connect Genesys Avaya and Cisco.

• Validate SIP VoIP call routing call transfers conferencing and failover scenarios.

Test Management & Defect Tracking

• Create and execute test cases using TestRail Zephyr or similar test management tools.

• Log track and manage defects using Jira.

• Collaborate with developers product owners and platform teams to resolve issues.

Agile Collaboration

• Participate in Agile/Scrum ceremonies including sprint planning stand-ups and retrospectives.

• Review requirements and user stories to ensure test coverage and traceability.

Required Skills & Qualifications

• Bachelors degree in Computer Science Information Technology or equivalent practical experience.

• 5 years of manual testing experience in Five9 or contact center / telephony environments.

• Strong understanding of IVR ACD CTI CRM and omnichannel contact center platforms.

• Solid knowledge of SIP VoIP and call routing concepts.

• Hands-on experience with test management tools (TestRail Zephyr).

• Experience with defect tracking tools (Jira).

• Excellent analytical problem-solving and communication skills.

• Ability to work effectively in Agile/Scrum environments.

Essential Skills

• Manual Testing (Contact Center / Telephony)

• Five9 Platform Testing

• IVR / ACD / CTI / CRM

• SIP & VoIP Concepts

• TestRail / Zephyr

• Jira

• Agile / Scrum

Desirable Skills

• Experience testing cloud-based contact center (CCaaS) platforms

• Exposure to Amazon Connect Genesys Engage Avaya Aura

• Experience working in distributed or remote teams

Technical Skills

Five9 Amazon Connect Genesys Engage Avaya Aura IVR ACD CTI SIP VoIP TestRail Zephyr Jira Agile Testing