About The Role

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 .

Requirements

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.