Senior Manual Tester – Contact Center & Telephony

IBS Software; Dubai; Presencial; AED 180.000 - 260.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical benefits

Flexible work life policies

Continuous learning and development

Rewards & recognition program

Descripción de la vacante

IBS Software in Dubai invites an experienced Manual Tester to drive quality across complex contact center platforms, including IVR, routing, and integrations. You will design and execute comprehensive test scenarios, validate configurations, and collaborate with cross-functional teams in a fast-paced SaaS environment.

The role requires 5–8 years in QA/testing, hands-on with NICE/Genesys, strong data validation with SQL and BI tools, plus familiarity with cloud and API testing.

Formación

• 5+ years of QA/testing experience in contact center technologies or enterprise telephony platforms.
• Hands-on experience with NICE / Genesys / similar contact center platforms (IVR, ACD, CTI, routing).
• Strong understanding of VoIP, SIP, call flows, messaging systems, and contact center architecture.
• Experience in functional, integration, regression, and API testing (Postman, REST services).
• Familiarity with cloud platforms (AWS/Azure) and modern architectures (microservices, containers).
• Proficiency in data validation and analysis using SQL, Excel, or reporting tools (Power BI/Tableau).
• Exposure to automation tools or scripting (Python, JavaScript, Selenium) is an advantage.
• Strong analytical, troubleshooting, and defect management skills, including root cause analysis.
• Experience working in Agile environments with cross-functional collaboration.
• Excellent communication skills and ability to manage multiple priorities in a fast-paced setup.

Responsabilidades

• Design and execute comprehensive test scenarios for contact center platforms including IVR, conversational AI, routing, and system integrations
• Validate configurations and customizations of IVR workflows, call routing logic, and customer interaction journeys
• Perform functional, integration, regression, and API testing across contact center systems and airline operational platforms
• Monitor system performance during testing cycles, identify defects, and support troubleshooting and root cause analysis
• Ensure system stability, scalability, and reliability in high-volume contact center environments
• Validate data accuracy across reporting, WFM, quality monitoring, and analytics systems
• Collaborate with Product Owners, architects, IT teams, and vendors to ensure high-quality releases and seamless deployments
• Contribute to test automation, process improvements, and continuous enhancement of QA practices

Conocimientos

QA/testing

Contact center knowledge

Analytical thinking

Agile collaboration

Multiple priorities management

Herramientas

NICE

Genesys

Postman

REST APIs

SQL

Excel

Power BI

Tableau

Python

JavaScript

Selenium

AWS

Azure

Descripción del empleo

IBS Software in Dubai invites an experienced Manual Tester to drive quality across complex contact center platforms, including IVR, routing, and integrations. You will design and execute comprehensive test scenarios, validate configurations, and collaborate with cross-functional teams in a fast-paced SaaS environment.

The role requires 5–8 years in QA/testing, hands-on with NICE/Genesys, strong data validation with SQL and BI tools, plus familiarity with cloud and API testing.