Contact Centre QA

Contact Centre QA Alpharetta GA

Job Description

Technical/Functional Skills:

• Must have Contact Center Testing using IVR Cyara Automation CRM testing using Salesforce Agile Way of Working Genesys / Genesys cloud.
• Good knowledge of Contact Center Domain.
• Good knowledge of IVR routing flows using Genesys Genesys Cloud CX.
• Handson knowledge on automating IVR flows using Cyara Automation tool.
• Good knowledge of SQL queries.
• Good knowledge of Genesys cloud Genesys reports and dashboards.
• Good communication skills.
• Good knowledge of Database Testing.

Good To Have Skills:

• Experience testing of Salesforce applications (CRM apps).
• Knowledge of Contact Center Workforce Management and Quality Management.
• Knowledge of test automation (Java/Selenium) scripting debugging maintenance of automation scripts.
• Experience in API Testing.
• Experience in testing and automation of live chat apps.

Responsibilities:

• Contact Center QA Lead is responsible for creating the Test Plan/ test cases for IVR routing scenarios.
• Automate the IVR flows using Cyara tool.
• Test the Salesforce Agent desktop application for integration with Genesys Cloud.
• Work with a different of stakeholders to understand requirements and deliver solutions.
• Take ownership of project and see it through completion.
• Strong analytical and problemsolving skill.
• Ability to work independently as well as partofteam.