GCCX QA Lead

GuruLink; Remote; CAD 90,000 - 120,000; Full time

Job summary

A leading technology firm is seeking a QA Lead to define and execute testing strategies for Genesys Cloud CX on a remote basis. The ideal candidate will have 6-8 years of QA experience, strong hands-on testing skills, and experience in contact centre operations. This role also involves defect management, gap analysis, and ensuring adherence to testing standards while leading a team of testers. Security Reliability Clearance is a must.

Qualifications

• 6–8+ years of QA and testing experience, including leadership or lead-tester responsibilities.
• Strong hands-on experience testing Genesys Cloud CX or similar cloud contact centre platforms.
• Proven experience leading QA activities on contact centre delivery or migration projects.

Responsibilities

• Define and execute the overall QA and testing strategy for GCCX.
• Perform functional, integration, regression, and UAT testing of GCCX configurations.
• Validate call flows, IVR logic, and routing strategies against approved designs.

Skills

QA and testing experience

Hands-on experience testing Genesys Cloud CX

Leading QA activities

Understanding of contact centre operations

Experience working across multiple environments

Job description

Overview

Location: REMOTE / Toronto, Ontario. This job allows you to work remotely.

We are supporting a large-scale public sector contact centre transformation focused on the migration and modernization of legacy environments to Genesys Cloud CX (GCCX). The program spans multiple workstreams and environments and follows a semi-agile, adaptive waterfall delivery model.

Responsibilities

• Define and execute the overall QA and testing strategy for GCCX across Dev, SIT, UAT, and Production.
• Perform hands-on functional, integration, regression, and UAT testing of GCCX configurations.
• Validate call flows, IVR logic, routing strategies, queues, agent profiles, and role-based permissions against approved designs and standards.
• Lead and coordinate testing activities across workstreams, including test planning, execution, and defect management.
• Conduct gap analysis activities to identify discrepancies between requirements, configurations, and platform capabilities.
• Own defect triage, prioritization, and validation in collaboration with functional and technical teams.
• Support migration testing, cutover readiness, and post-deployment validation activities.
• Provide clear test status reporting, risk assessments, and quality recommendations to stakeholders.
• Ensure adherence to testing standards, documentation, and best practices throughout the delivery lifecycle.

MUST have Security Reliability Clearance

Must Have Skills

• 6–8+ years of QA and testing experience, including leadership or lead-tester responsibilities.
• Strong hands-on experience testing Genesys Cloud CX or similar cloud contact centre platforms.
• Proven experience leading QA activities on contact centre delivery or migration projects.
• Deep understanding of contact centre operations, call routing, IVR, and agent workflows.
• Experience working across multiple environments (Dev, SIT, UAT, Prod).
• Comfortable operating within adaptive waterfall or hybrid delivery models.
• Ability to clearly articulate individual contributions and ownership in complex programs.

Nice to Have Skills

• Public sector or large enterprise program experience.
• Experience defining or improving QA frameworks for enterprise-scale initiatives.
• Exposure to automation testing in contact centre environments.