Job Summary:

We are seeking a highly skilled and detail-oriented QA Engineer with strong expertise in end-to-end IVR testing using Cyara and hands-on experience with Genesys Cloud contact centre components. The ideal candidate will bring proven experience in designing and executing test strategies across voice, chat, email, and work item channels. This role demands deep familiarity with Cyara test automation, performance testing, and customer experience (CX) models within high-stakes enterprise environments such as healthcare.

Key Responsibilities:

• Design and implement automated IVR test cases using Cyara.

• Build and maintain test assets (manual and automated) for voice, chat, email, and work item workflows.

• Execute Cyara campaigns (Velocity, Cruncher, Pulse) for regression and load testing purposes.

• Validate integration and performance of Genesys Cloud components across communication channels (voice, chat, email, and work items).

• Validate Genesys data reporting, routing strategies, and customer interaction flows.

• Conduct load and performance testing of IVR systems using Cyara tools (Cruncher, Pulse).

• Monitor CX metrics and analyse test results to ensure platform stability and responsiveness.

• Log, track, and manage defects using Jira integrated with xRay.

• Participate in root cause analysis and resolution planning with cross-functional teams.

• Prepare Test Strategy, Test Plan, Test Approach, and Test Result documentation.

• Create and maintain Confluence pages for test assets and knowledge sharing.

• Support automation of contact centre platforms (e.g., web apps, agent desktops) integrated with Cyara test suites.

• Work closely with DevOps/engineering teams to support continuous testing in Agile/SCRUM environments.

• Proficiency with automated IVR testing (end to end)) using CYARA is a must

• Working experience validating Genesys cloud components related to voice, chat, email, and work items channels to include Genesys data and reporting.

• Experience in “Cyara” Test Case Design, Test Execution, Defect Management, Reporting and Test Asset Maintenance (manual and automated).

• Heavy experience in executing various campaigns velocity, cruncher, etc., and building regression suite for global healthcare customer

• experience in performance testing, load testing and pulse monitoring and CX Models

• Experience of logging the bugs on xRay and Jira