Contact Center Test Engineer (Genesys Cloud) (Fully Remote)

Miratech; United States; Remote; USD 90,000 - 120,000; Full time

Benefits offered by this job

ForeverRemote work culture

Job summary

Miratech is seeking a senior QA/quality engineer to validate routing configurations, scripting changes, and AI-enabled updates across contact centre environments. The role requires hands-on testing of customer and agent journeys and the creation of comprehensive test plans and validation strategies.

The ideal candidate has 6+ years in enterprise contact centre testing, strong Genesys Cloud/Engage experience, CCaaS and AWS knowledge, and a passion for continuous service improvement in regulated

Qualifications

• 6+ years of hands-on testing or quality engineering in enterprise contact centre environments.
• Proven experience with Genesys Cloud and Genesys Engage, incl. routing, scripting, and integration points.
• Experience with CCaaS platforms, AWS, and AI-enabled channels.

Responsibilities

• Validate routing configurations, scripting changes, chatbot enhancements, AI-driven updates, and platform changes in contact centre environments.
• Perform end-to-end testing of customer and agent journeys to cover business requirements and technical designs.
• Create and maintain test plans, test cases, validation strategies, and quality documentation.

Skills

6+ years

Genesys Cloud

Genesys Engage

CCaaS platforms

AWS

Tools

Genesys Cloud

Genesys Engage

CCaaS platforms

AWS

Job description

• Validate routing configurations, scripting changes, chatbot enhancements, AI-driven updates, and platform changes across contact centre environments.
• Perform end-to-end testing of customer and agent journeys, ensuring business requirements and technical designs are properly covered.
• Create and maintain test plans, test cases, validation strategies, and supporting quality documentation.

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.

Nice to Have:

• ITIL v3 or newer certification.
• Experience working within global financial institutions, regulated industries, or highly governed enterprise environments.
• Interest in continual service improvement, automation, customer experience transformation, and AI-enabled contact centre platforms.

Miratech

Miratech helps visionaries change the world by providing global IT services and consulting, supporting digital transformation for large enterprises. With nearly 1000 professionals across 30+ countries, they maintain a culture of Relentless Performance and offer a ForeverRemote work culture.