Test Engineer – Genesys Cloud Contact Center

Raqmiyat L.L.C; Abu Dhabi; On-site; AED 167,000 - 257,000; Full time

Job summary

Raqmiyat L.L.C. in Abu Dhabi is seeking a QA Tester with hands-on experience in testing Genesys Cloud CX or equivalent platforms.

The role covers end-to-end inbound/outbound call-flow testing, IVR/DTMF/ACD routing validation, callback campaigns, voice and screen-recording validation, and CDR/billing reconciliation. The candidate should have a Bachelor’s degree in Computer Science or related field, ISTQB Foundation Level certification, and strong defect reporting and test documentation skills.

Qualifications

• Bachelor’s degree in Computer Science, IT, Telecommunications or related field.
• ISTQB Foundation Level certification is mandatory.
• Experience testing SSO, RBAC and Entra ID integration.
• Multilingual Arabic/English IVR testing experience is an advantage.
• Strong test documentation, defect reporting and analytical skills.

Responsibilities

• Test Genesys Cloud CX and related platforms end-to-end.
• Perform inbound and outbound call-flow testing.
• Validate IVR, DTMF, and skills-based ACD routing and queue logic.
• Test callback campaigns and outbound interactions.
• Validate voice and screen-recording features.
• Reconcile CDR, billing, and call costs.
• Validate historical and real-time reports and dashboards.
• Demonstrate strong telephony knowledge (PRI/ISDN/SIP/SBC/WebRTC).
• Support SIT, UAT, cutover and failover testing.
• Track defects and ensure requirement traceability using JIRA or Azure DevOps.

Skills

Call-flow testing

Callback testing

IVR/DTMF/ACD routing

Campaign testing

Voice/screen-recording validation

CDR/billing/cost reconciliation

Reports/dashboard validation

Telephony knowledge PRI/ISDN/SIP/SBC/​

SIT/UAT/cutover testing

Defect management with JIRA/Azure Dev​

Education

Bachelor’s degree in Computer Science/IT/Telecommunications

ISTQB Foundation Level certification

Tools

Genesys Cloud CX

JIRA

Azure DevOps

Job description

• Hands-on experience testing Genesys Cloud CX or equivalent Genesys platforms


• End-to-end inbound and outbound call-flow testing


• IVR, DTMF, skills-based ACD routing and queue validation


• Callback and outbound campaign testing


• Voice and screen-recording validation


• CDR, billing and call-cost reconciliation


• Historical and real-time reports and dashboard validation


• Strong telephony knowledge: PRI, ISDN, SIP, SBC, BYOC and WebRTC


• SIT, UAT, cutover and failover testing


• Defect management and requirement traceability using JIRA or Azure DevOps

Desired Candidate Profile

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


• ISTQB Foundation Level certification is mandatory


• Experience testing SSO, RBAC and Entra ID integration


• Multilingual Arabic/English IVR testing experience is an advantage


• Strong test documentation, defect reporting and analytical skills