Genesys IVR QA Engineer

Hyderabad - Pakistan

Monthly Salary: Not Disclosed

Posted on: 11 hours ago

Vacancies: 1 Vacancy

Job Summary

At TTEC Digital we coach clients to ensure their employees feel valued and fully supported because an amazing customer experience is an employee first process. Our vision is the same a place where employees know they can thrive.

Position Purpose

TTEC Digital is seeking an enthusiastic Quality Analyst to support testing activities for Genesys Contact Center products and custom-developed cloud solutions.

As a member of the Project Services team the Quality Analyst will execute structured testing processes manage defects and ensure high-quality delivery for client implementations across System Integration Testing (SIT) and User Acceptance Testing (UAT) phases.

Key Responsibilities

Process and execute test scripts to identify quality issues across assigned projects

Coordinate efforts with project team members during all phases of System Integration Testing (SIT)

Conduct functional testing during SIT prior to UAT handover

Manage and track defects using internal QA applications ensuring traceability to requirements

Perform triage troubleshooting and analysis to determine defects vs. enhancements

Collaborate with client teams Project Managers Application Consultants Solutions Architects Developers and QA teams to ensure timely defect resolution

Review and interpret defects logged by project/client teams and translate them into actionable tasks

Monitor open defect tickets retest fixes and close tickets during SIT phase

Understand application functionality and ongoing development activities

Evaluate scope priorities and timelines of assigned work

Provide accurate testing estimates and influence project timelines

Analyze complex issues with development and engineering teams to ensure quick turnaround

Provide ongoing testing metrics (defect tracking completeness cycle efficiency)

Contribute to standardized testing processes across distributed teams

Ensure quality and completeness of test artifacts and documentation

Continuously improve testing methodologies and stay updated on industry trends

Technical Expertise

Strong experience in System Integration Testing (SIT) and Functional Testing

Defect lifecycle management and traceability

Root cause analysis and troubleshooting

Experience testing Contact Center platforms (Genesys preferred)

Exposure to cloud-based solutions

Familiarity with Agile or hybrid methodologies

Proficiency with Microsoft Visio and Office tools

Competency

Personal

Strong interpersonal skills with high energy and enthusiasm

Integrity honesty and professionalism

Flexible and results-oriented

Strong problem-solving ability

Ability to prioritize and handle challenging situations

Leadership

Ability to gain credibility and influence stakeholders

Work effectively with diverse customer and internal teams

Provide support and guidance to junior team members

Maintain a positive and collaborative attitude

Operations

Ability to manage multiple projects and priorities

Deliver tasks efficiently while maintaining customer focus

Address complex technical and customer-facing issues effectively

Technical Communication

Ability to understand and clearly communicate technical concepts

Strong verbal and written communication skills

Technology Stack

Genesys Contact Center platforms

Cloud-based contact center solutions

Test Management & Defect Tracking Tools

Microsoft Visio

Microsoft Office Suite

Skills

Strong understanding of TTEC Digital services and ability to translate capabilities into actionable outcomes

Excellent organization and customer service skills

Strong analytical and problem-solving skills

Team player with ability to multi-task

Ability to work independently with limited supervision

Attention to detail and consistency

Effective time management skills

Ability to adapt quickly to evolving technologies

Education Experience and Certification

Bachelors degree in Computer Science Business or related field

5 years of testing experience in a contact center environment

Previous consulting experience in technology-related projects (preferably contact center solutions)

TTEC Digital and our 1800 employees pioneer engagement and growth solutions that fuel the exceptional customer experience (CX). Our sister company TTEC Engage is a 60000 employee service company with customer service representatives located around the world. TTEC Holdings Inc. is the parent company for both Digital and Engage. When clients have a holistic need they can draw from these independently managed centers of excellence TTEC Digital and TTEC Engage.

We are also delighted to share that TTEC has been awarded the Great Place To Work 2024-2025 certification based on outstanding employee experience across 14 countries.

TTEC is a proud equal opportunity employer where all qualified applicants will receive consideration for employment without regard to age race color religion sex sexual orientation gender identity national origin disability. TTEC has fully embraced and is committed to expanding our diverse and inclusive workforce. We strive to reflect the communities we serve while delivering amazing service and technology centered around humanity.

Rarely do applicants meet all desired job qualifications so if you feel you would succeed in the role above please take a moment and share your qualifications.

We may use artificial intelligence (AI) tools to support parts of the hiring process such as reviewing applications analyzing resumes or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed please contact us.

Required Experience: