We are looking for a Senior Test Engineer – Genesys Cloud Contact Center to support the Bank’s migration from a legacy contact center platform to Genesys Cloud CX.

The role will be responsible for end-to-end functional and non-functional testing covering IVR, inbound/outbound calls, ACD routing, callback, call recording, reporting, CDR/billing, telephony integrations, and failover. The Test Engineer will support SIT, UAT, migration, cutover, and hypercare activities.

Key Responsibilities

• Design and execute test cases for Genesys Cloud contact center solutions.

• Test Arabic/English IVR, DTMF, call flows, ACD and skills-based routing.

• Validate inbound/outbound calls, callback, campaigns, and dialling functionality.

• Test voice/screen recording, CDR, billing, reports, dashboards, and quality management.

• Validate telephony integrations including PRI/ISDN, SIP, SBC, BYOC and WebRTC.

• Perform failover, resilience, performance, and integration testing.

• Manage defects and maintain traceability between requirements, test cases, and defects.

• Support SIT, UAT, cutover, and production validation.

• Technical Skills

• Hands-on Genesys Cloud CX / Genesys testing experience.

• Strong knowledge of IVR, ACD, call flows, routing, and contact center operations.

• Experience with telephony, SIP/SBC, BYOC, WebRTC, call recording, CDR and billing validation.

• Experience with JIRA, Azure DevOps, or similar test/defect management tools.

• Arabic/English IVR testing experience is an advantage.

• Qualifications & Experience

• Bachelor’s degree in IT, Computer Science, Telecommunications, or related field.

• 6+ years of software/system testing experience.

• Strong hands-on experience in Genesys Cloud/contact center and telephony testing.

• ISTQB Foundation certification required; Advanced certification is an advantage.

• Banking/Financial Services experience is preferred.