QA Tester – Contact Center Platforms (Genesys)

SRIVTCH Technologies LLC; Dubai; On-site; AED 120,000 - 180,000; Full time

Job summary

A leading IT services company is seeking a QA Tester with 3-6+ years of experience in manual and automation testing for contact center technologies. The ideal candidate will have strong functional testing skills, particularly with Genesys platforms, and will collaborate with development and operations teams to ensure quality assurance in customer engagement systems. This role offers the opportunity to work on diverse projects involving both voice and digital channels.

Qualifications

• 3-6+ years of QA experience in manual and automation testing of contact center technologies.
• Strong understanding of Genesys architecture including IVR and routing.
• Hands-on experience with Conversational IVR solutions.

Responsibilities

• Execute test cases for Genesys-based contact center solutions.
• Log and track defects using JIRA and participate in defect triage meetings.
• Perform regression testing after system upgrades.

Skills

Functional testing

Automation testing

Analytical skills

Communication skills

Education

ISTQB certification (or similar)

Tools

Selenium

JIRA

Genesys Cloud

GC Admin

Cyara

Job description

Location: Dubai
Experience: 3–6+ years
Employment Type: Contract

Notice Period: Immediate

Job Description:

We are seeking a QA Tester with hands-on experience in Contact Center platforms, particularly Genesys, to execute and manage testing activities across voice and digital customer engagement channels. The ideal candidate will have strong functional testing skills and exposure to automation and cloud platforms

Key Responsibilities:

• Execute test cases for Genesys-based contact center solutions, including:
  DTMF IVR
  Routing strategies
  Conversational IVR
  Agent desktop, reporting, and analytics
• Validate call flows, IVR prompts, and routing logic against business requirements.
• Collaborate with development, business, and operations teams to understand requirements and resolve issues.
• Perform regression testing after system upgrades or changes.
• Utilize tools such as Genesys Cloud, GC Admin, and other CX tools for test execution and validation.
• Log and track defects using JIRA, participate in defect triage meetings.
• Prepare test plans, documentation, and test summary reports.
• Support UAT and production validation efforts.

Desired Candidate Profile

• 3–6+ years of QA experience in manual and automation testing of contact center technologies.
• Strong understanding of Genesys architecture, including IVR, routing, and speech analytics.
• Hands-on experience testing Conversational IVR solutions.
• Familiarity with automation tools such as Selenium, Cyara, etc.
• Experience with JIRA and other test management/defect tracking tools.
• Ability to develop testing dashboards and track test coverage effectively.
• Strong analytical and communication skills.
• Basic understanding of cloud platforms (AWS / Azure).
• ISTQB or similar certification is a plus.

Preferred Qualifications:

• Exposure to multiple contact center platforms (Omnichannel, voice, chat, email).
• Experience in Agile environments and participation in sprint-level QA planning.

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We are an IT services company specializing in Quality Assurance (QA) Automation and Data Engineering, with a strong focus on delivering high-performance, scalable solutions across industries. Our company operates with registered branches in India and the UAE, supporting clients with onshore and offshore delivery models. We provide end-to-end testing services, test automation frameworks, data integration, and analytics solutions to help businesses achieve operational excellence and cost efficiency.