Genesys IVR QA Engineer

At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive.

Position Purpose
TTEC Digital is seeking an enthusiastic Quality Analyst to support testing activities for Genesys Contact Center products and custom-developed cloud solutions.
As a member of the Project Services team, the Quality Analyst will execute structured testing processes, manage defects, and ensure high-quality delivery for client implementations across System Integration Testing (SIT) and User Acceptance Testing (UAT) phases.

Key Responsibilities
• Process and execute test scripts to identify quality issues across assigned projects
• Coordinate efforts with project team members during all phases of System Integration Testing (SIT)
• Conduct functional testing during SIT prior to UAT handover
• Manage and track defects using internal QA applications, ensuring traceability to requirements
• Perform triage, troubleshooting, and analysis to determine defects vs. enhancements
• Collaborate with client teams, Project Managers, Application Consultants, Solutions Architects, Developers, and QA teams to ensure timely defect resolution
• Review and interpret defects logged by project/client teams and translate them into actionable tasks
• Monitor open defect tickets, retest fixes, and close tickets during SIT phase
• Understand application functionality and ongoing development activities
• Evaluate scope, priorities, and timelines of assigned work
• Provide accurate testing estimates and influence project timelines
• Analyze complex issues with development and engineering teams to ensure quick turnaround
• Provide ongoing testing metrics (defect tracking, completeness, cycle efficiency)
• Contribute to standardized testing processes across distributed teams
• Ensure quality and completeness of test artifacts and documentation
• Continuously improve testing methodologies and stay updated on industry trends

Technical Expertise
• Strong experience in System Integration Testing (SIT) and Functional Testing
• Defect lifecycle management and traceability
• Root cause analysis and troubleshooting
• Experience testing Contact Center platforms (Genesys preferred)
• Exposure to cloud-based solutions
• Familiarity with Agile or hybrid methodologies
• Proficiency with Microsoft Visio and Office tools

Competency
Personal
• Strong interpersonal skills with high energy and enthusiasm
• Integrity, honesty, and professionalism
• Flexible and results-oriented
• Strong problem-solving ability
• Ability to prioritize and handle challenging situations
Leadership
• Ability to gain credibility and influence stakeholders
• Work effectively with diverse customer and internal teams
• Provide support and guidance to junior team members
• Maintain a positive and collaborative attitude
Operations
• Ability to manage multiple projects and priorities
• Deliver tasks efficiently while maintaining customer focus
• Address complex technical and customer-facing issues effectively
Technical Communication
• Ability to understand and clearly communicate technical concepts
• Strong verbal and written communication skills

Technology Stack
• Genesys Contact Center platforms
• Cloud-based contact center solutions
• Test Management & Defect Tracking Tools
• Microsoft Visio
• Microsoft Office Suite

Skills
• Strong understanding of TTEC Digital services and ability to translate capabilities into actionable outcomes
• Excellent organization and customer service skills
• Strong analytical and problem-solving skills
• Team player with ability to multi-task
• Ability to work independently with limited supervision
• Attention to detail and consistency
• Effective time management skills
• Ability to adapt quickly to evolving technologies

Education, Experience and Certification
• Bachelor’s degree in Computer Science, Business, or related field
• 5+ years of testing experience in a contact center environment
• Previous consulting experience in technology-related projects (preferably contact center solutions)

TTEC Digital and our 1,800+ employees, pioneer engagement and growth solutions that fuel the exceptional customer experience (CX). Our sister company, TTEC Engage, is a 60,000+ employee service company, with customer service representatives located around the world. TTEC Holdings Inc. is the parent company for both Digital and Engage. When clients have a holistic need, they can draw from these independently managed centers of excellence, TTEC Digital and TTEC Engage.

We are also delighted to share that TTEC has been awarded the Great Place To Work 2024-2025 certification based on outstanding employee experience across 14 countries.

TTEC is a proud equal opportunity employer where all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability. TTEC has fully embraced and is committed to expanding our diverse and inclusive workforce. We strive to reflect the communities we serve while delivering amazing service and technology centered around humanity.

Rarely do applicants meet all desired job qualifications, so if you feel you would succeed in the role above, please take a moment and share your qualifications.