1.Good knowledge of Contact Center Domain preferably 4+ years
2.Good knowledge of IVR routing flows using Genesys, Genesys Cloud CXHands-on knowledge on automating IVR flows
3.Testing Experience using Cyara cloud-based application to execute & develop automation scripts and writing SQL queries
4.Testing Experience in all phases of the test cycle in CC domain, including Integration/System Testing, Regression Testing, User Acceptance Testing
5.Collaborate with internal users to gather and analyze business requirements for contact center solutions, including telephony, e-mail, chat, IVR, skills based routing, knowledge management, CTI, interactions analytics, quality management, workforce management, AI, and reporting. Configure and customize these solutions
6.Support leadership with defining quality standards for inbound, outbound, and automated standards to ensure quality and compliance standards are exceeded.
7.Define data strategy for Contact Center KPI reporting, and customer centric reporting
8.Ability to analyze call data and performance metrics to identify trends,Best practices and areas for improvement
9.Testing Experience in Salesforce/Service now integrations with Genesys Cloud
Ability to quickly learn GDF/Google GCAI chatbots and voice bots Testing in integration with Genesys cloud for call routing to agents.
10.Create test plans for QA, releases, upgrades, Implement devops solutions to automate repetitive tasks and perform automated testing.
11.Daily proactive testing and system health checks
12.Participate in Service Level Monitoring, System Monitoring, Root Cause Analysis, and continuous improvement efforts
13.Good customer interfacing skills and ability to collaboratively work with different stakeholders in IT and Business
14.Proficient in preparing Test plan strategy documents, business testing document and ensure Quality assurance on project deliverables.
15.Create new and modify existing IVR, IVA, and dialing campaign configurations per requirements.
16.Experience with Test Management tools – Rational Tool suite, JIRA.
17.Sale Force experience is a plus and automation tool is a plus |
