Remote Contact Center Test Engineer – Genesys Cloud

SmartRecruiters, Inc.

Kraków

Hybrid

PLN 180,000 - 260,000

Full time

5 days ago

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Job summary

Miratech in Kraków is seeking an experienced Contact Center Test Engineer to join our strategic engagement with a leading global banking client. You will ensure quality, reliability, and release readiness of enterprise contact centre platforms used at scale.

You will validate Genesys Cloud and Engage, telephony components, cloud services, and AI updates while collaborating with distributed teams to deliver well-governed releases in a regulated environment.

Qualifications

6+ years of strong hands-on experience in contact centre testing, quality engineering, or platform validation within enterprise-scale environments.
Practical knowledge of Genesys Cloud and Genesys Engage, including routing, scripting, customer journeys, agent journeys, and integration points.
Experience with CCaaS platforms, AWS, and modern customer engagement technologies across voice, digital, chatbot, and AI-enabled channels.
Familiarity with Jira, GitHub, Splunk, Oracle SBC, Nuance Gateway, Nuance Voice Server, Pindrop, and Oracle Database 19c.
Experience defining or improving test automation frameworks, reusable testing approaches, and efficient validation processes.
Understanding of Agile and DevOps delivery models, with the ability to collaborate across distributed teams and changing priorities.
Strong communication skills, with the ability to explain risks, defects, quality status, and release readiness to technical and non-technical stakeholders.

Responsibilities

Validate routing configurations, scripting changes, chatbot enhancements, and AI-driven updates across contact centre environments.
Perform end-to-end testing of customer and agent journeys, ensuring business requirements and technical designs are covered.
Create and maintain test plans, test cases, validation strategies, and quality documentation.
Conduct integration testing across Genesys Cloud, Genesys Engage, telephony components, Oracle SBC, Nuance platforms, Pindrop, databases, and monitoring tools.
Support CAB reviews, UAT, release governance, deployment readiness checks, and post-release validation activities.
Identify, document, prioritise, track, and manage defects using Jira, ensuring clear communication of impact and resolution progress.
Monitor testing progress, risks, blockers, dependencies, and quality metrics while supporting continual improvement initiatives.