Genesys Tester

Dynpro; Bengaluru; On-site; INR 900,000 - 1,200,000; Full time

Job summary

Dynpro in Bengaluru seeks an experienced Genesys Cloud CX Test Engineer to lead end-to-end testing of contact-center solutions including IVR, voicebots, chatbots, and integrations with CRM systems. You will validate ASR/DTMF, routing, and telephony connectivity across Genesys Cloud, Salesforce, and ServiceNow.

You will design test plans, develop scenarios, execute regression suites, and manage defects in Jira, while maintaining clear documentation in Confluence.

Qualifications

• Hands-on testing of Genesys Cloud CX, IVR, voicebots, chatbots, and contact-center apps.
• Experience with Jira and Confluence for test planning and reporting.
• Familiarity with CRM integrations such as Salesforce/ServiceNow.

Responsibilities

• Design, develop, and execute test cases for Genesys Cloud CX, IVR, voicebots, chatbots, and contact-center apps.
• Prepare test data, execution plans, and regression suites.
• Perform functional, integration, system, regression, and end-to-end testing.
• Validate IVR call flows, ASR, DTMF, routing, and agent assignment.
• Test telephony configurations, SBC, WebRTC, and CRM integrations.
• Log defects in Jira, track, retest, and coordinate with teams.
• Document test plans, scenarios, and execution reports in Confluence.

Skills

Genesys Cloud CX

IVR tech

ASR

DTMF

ACD routing

Call flows

Voicebot testing

Chatbot testing

SBC

WebRTC

CRM integration

Salesforce integration

ServiceNow integration

Jira

Confluence

Performance testing

Tools

Jira

Confluence

Job description

Role & responsibilities

We are looking for an experienced Genesys Cloud CX Test Engineer with strong hands-on experience in testing Genesys Cloud, IVR systems, voicebots/chatbots, call flows, telephony integrations, and contact-center solutions.

The candidate should have strong knowledge of ASR, DTMF, ACD/skills-based routing, SBC, WebRTC, CRM integrations, and performance testing. The role involves end-to-end functional, integration, regression, and performance testing of contact-center applications.

Key Responsibilities

1. Test Planning & Execution

• Design, develop, and execute test cases for Genesys Cloud CX, IVR, voicebots, chatbots, and contact-center applications.
• Prepare test scenarios, test data, execution plans, and regression test suites.
• Perform functional, integration, system, regression, and end-to-end testing.
• Validate application behavior across different call and customer interaction scenarios.

2. IVR & Call Flow Validation

• Test and validate end-to-end IVR call flows.
• Validate ASR (Automatic Speech Recognition) functionality and speech-based customer interactions.
• Test DTMF inputs, prompts, menus, retries, timeouts, and error handling.
• Validate ACD and skills-based routing, queue behavior, priorities, transfers, and agent assignment.
• Test inbound, outbound, transfer, conference, callback, and escalation scenarios.

3. Voicebot & Chatbot Testing

• Validate automated voicebot/chatbot conversations and customer journeys.
• Test intent recognition, response accuracy, fallback scenarios, escalation, and bot-to-agent transfers.
• Validate bot behavior under positive, negative, and unexpected customer inputs.
• Perform end-to-end testing of automated customer interaction flows.

4. Telephony & Integration Testing

• Validate telephony configurations, SIP connectivity, SBC (Session Border Controller), and WebRTC functionality.
• Test call setup, routing, transfer, disconnect, reconnect, and failure scenarios.
• Validate integrations between Genesys Cloud and CRM platforms such as Salesforce and ServiceNow.
• Verify CTI functionality, screen pops, customer information, interaction records, and call disposition data.
• Troubleshoot integration and connectivity issues with technical teams.

5. Performance & Resilience Testing

• Conduct load, stress, volume, endurance, and failover testing for contact-center infrastructure.
• Validate system behavior under high call volumes and concurrent user loads.
• Test system recovery and failover scenarios.
• Identify performance bottlenecks and provide detailed test results and observations.

6. Defect Management

• Log, track, prioritize, and validate defects using Jira or similar tools.
• Maintain test evidence, execution reports, defect reports, and test documentation.
• Collaborate with development, Genesys, telephony, infrastructure, and business teams to resolve defects.
• Perform defect retesting and regression testing after fixes.

7. Documentation & Reporting

• Prepare test plans, test cases, test scenarios, traceability matrices, and execution reports.
• Maintain project documentation in Confluence.
• Provide regular status updates on test execution, defects, risks, and release readiness.
• Participate in requirement reviews and identify potential test scenarios and gaps.

Required Skills

• Strong hands-on experience in Genesys Cloud CX / Genesys Cloud testing.
• Good understanding of IVR and contact-center technologies.
• Experience with ASR, DTMF, ACD, skills-based routing, queues, and call flows.
• Experience testing voicebots/chatbots.
• Knowledge of SBC, SIP, telephony, and WebRTC.
• Experience with Salesforce, ServiceNow, or other CRM integrations.
• Experience with Jira and Confluence.

Good to Have

• Experience with Genesys Cloud Architect.
• Knowledge of SIP traces, call logs, and telephony troubleshooting.
• Experience with API testing and REST APIs.
• Knowledge of contact-center reporting and analytics.
• Experience with test automation for contact-center/voice applications.
• Familiarity with CI/CD and Agile/Scrum methodologies.

Candidate Profile

• Strong analytical and problem-solving skills.
• Excellent understanding of customer interaction and contact-center workflows.
• Good communication and collaboration skills.
• Ability to work independently and coordinate with cross-functional teams.
• Strong attention to detail, particularly while validating complex call flows and integrations.

Key Mandatory Skills

Genesys Cloud CX | IVR | ASR | DTMF | ACD | Call Flow Testing | Voicebot/Chatbot | SBC | WebRTC | Telephony | CRM Integration | Salesforce/ServiceNow | Performance Testing | Jira | Confluence