Contact Center Test Engineer (Genesys Cloud)

Job Description

We are looking for an experienced Contact Center Test Engineer to join Miratech and support a strategic engagement with a leading global banking and financial services client. The purpose of this role is to ensure the quality, reliability, and release readiness of enterprise contact centre platforms used at scale.

You will validate contact centre solutions across Genesys Cloud, Genesys Engage, telephony components, cloud services, chatbot and AI updates, and wider enterprise integrations. This role is ideal for a quality-focused professional who enjoys testing complex customer and agent journeys, working with distributed teams, and contributing to well-governed releases in a regulated environment.

Key Responsibilities

• 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.
• 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.

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.

Nice to Have

• ITIL v3 or newer certification.
• Experience working within global financial institutions, regulated industries, or highly governed enterprise environments.
• Experience collaborating with international teams across multiple time zones, cultures, and business functions.
• Interest in continual service improvement, automation, customer experience transformation, and AI-enabled contact centre platforms.

Additional Information

We offer:

• Culture of Relentless Performance : join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth.
• Competitive Pay and Benefits : enjoy a comprehensive compensation and benefits package, including health insurance, language courses, and a relocation program.
• Growth Mindset : reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities.
• Global Impact : collaborate on impactful projects for top global clients and shape the future of industries.
• Welcoming Multicultural Environment : be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events.
• Social Sustainability Values : join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.
• Miratech is an equal opportunity employer and does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under applicable law.