Genesys IVR QA Engineer

📋 Description

• • Embark on a rewarding career journey with TTEC Digital, where we champion an employee-first approach to deliver exceptional customer experiences. Our vision is to cultivate a thriving environment where every employee feels valued, supported, and empowered to reach their full potential. As a Quality Analyst, you will play a pivotal role in ensuring the seamless delivery of cutting-edge Genesys Contact Center products and custom-developed cloud solutions for our esteemed clients.
• • In this dynamic role within our Project Services team, you will be instrumental in executing rigorous testing processes, meticulously managing defects, and upholding the highest standards of quality throughout the System Integration Testing (SIT) and User Acceptance Testing (UAT) phases of client implementations. Your expertise will directly contribute to the success of complex system integrations and the satisfaction of our clients.
• • You will be responsible for the comprehensive processing and execution of detailed test scripts, diligently identifying and documenting any quality issues that arise across your assigned projects. This involves a deep dive into the functionality and performance of the Genesys platform and associated cloud solutions, ensuring they meet all specified requirements and performance benchmarks.
• • A key aspect of your role will be to coordinate closely with all project team members throughout every phase of System Integration Testing (SIT). This collaborative effort ensures that all components of the system are tested in unison, identifying potential conflicts or integration challenges early in the development lifecycle.
• • You will conduct thorough functional testing during SIT, meticulously verifying that each feature and function operates as intended before the handover to the UAT phase. This proactive approach minimizes the risk of issues surfacing during client-facing testing.
• • Defect management will be a core responsibility. You will expertly manage and track defects using our internal QA applications, ensuring complete traceability back to the original requirements. This meticulous tracking allows for efficient resolution and prevents regression.
• • Your role will involve performing detailed triage, troubleshooting, and analysis to accurately distinguish between genuine defects and potential enhancement requests. This requires a keen analytical mind and a deep understanding of the product's intended functionality.
• • Collaboration is paramount. You will work hand-in-hand with client teams, Project Managers, Application Consultants, Solutions Architects, Developers, and other QA teams to ensure the timely and effective resolution of all identified defects. Your ability to communicate technical issues clearly and concisely will be crucial.
• • You will be tasked with reviewing and interpreting defects logged by project and client teams, translating them into clear, actionable tasks for the development and engineering teams. This bridge-building function ensures that feedback is understood and addressed promptly.
• • Monitoring open defect tickets, retesting fixes provided by the development team, and closing tickets during the SIT phase will be an ongoing duty. Your diligence in this area directly impacts the stability and readiness of the solution.
• • A strong understanding of application functionality and ongoing development activities is essential. You will need to stay abreast of new features, updates, and architectural changes within the Genesys Contact Center platforms and cloud solutions.
• • You will be expected to evaluate the scope, priorities, and timelines of your assigned work, ensuring that testing efforts are aligned with project goals and deadlines. This requires excellent organizational and time management skills.
• • Providing accurate testing estimates and influencing project timelines based on your assessment of testing complexity and potential risks is a key contribution. Your insights will help shape realistic project schedules.
• • You will analyze complex issues in collaboration with development and engineering teams, aiming for quick turnaround times on resolutions. Your troubleshooting skills will be vital in identifying root causes and facilitating efficient fixes.
• • Delivering ongoing, clear, and concise testing metrics, including defect tracking, completeness of testing, and cycle efficiency, will be crucial for project reporting and continuous improvement.
• • Contribute to the standardization and refinement of testing processes across our distributed teams, fostering a consistent and high-quality approach to QA.
• • Ensure the quality and completeness of all test artifacts and documentation, maintaining a clear and organized record of testing activities and outcomes.
• • Continuously seek opportunities to improve testing methodologies, tools, and techniques, staying updated on the latest industry trends and best practices in software quality assurance, particularly within the contact center domain.