Genysys Cloud QA Automation Engineer

Job Description: We are seeking two experienced QA Automation Engineers/Test Analysts to support the transition of our contact center Voice channel from static IVR to an AI driven, natural language ecosystem within Genesys Cloud. These resources will focus on testing and quality assurance of AI-enabled call flows, virtual agents, and overall call management workflows. Core Responsibilities: • Test natural language call flows by calling into systems and executing defined and exploratory test scenarios • Design and execute test cases for NLU models, including intent recognition, utterance variation, confidence thresholds, and fallback behavior • Validate end to end AI enabled call flows, including complex branching logic and proper handoff from virtual agents to live agents • Perform testing across voice and chat channels where workflows overlap • Ensure call flows and virtual agents meet documented business and functional requirements • Identify defects, failure modes, and quality gaps, and clearly document findings • Monitor NLU accuracy and routing effectiveness (targeting approximately 80% or better intent recognition) • Test safety and compliance scenarios such as privacy handling and special case or emergency routing • Validate integrations with backend systems such as CRM and other enterprise platforms to ensure correct data exchange and personalization Required Qualifications: Bachelor's degree required • 5+ years of QA, testing, or quality engineering experience (flexible for strong candidates) • Experience with Genesys Cloud, including Architect and Dialog Engine, required • Experience with other contact center platforms (e.g., NICE, Five9, Amazon Connect, Avaya) is acceptable if skills are transferable • Hands on experience testing natural language call flows, virtual agents, or conversational AI solutions • Prior involvement in a natural language or virtual agent implementation is a strong plus • Strong understanding of test planning, execution, and defect tracking • Ability to work independently with minimal guidance and quickly ramp into existing systems Soft Skills and Work Style: • Comfortable working independently for extended periods while executing assigned test scenarios • Able to collaborate with developers, product managers, and other stakeholders as needed • Detail oriented with a strong focus on quality and accuracy • Clear communicator when documenting issues and test results • Adaptable in a fast moving, evolving environment Engagement Notes: This role is focused primarily on testing and quality assurance, not development Automation experience is a plus, but hands on testing expertise is the priority Comments for Suppliers: Apply tot his job

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