Job Title

Overview Design, develop, and maintain automated test scripts for contact center applications (IVR, ACD, CTI, call recording systems). Responsibilities Lead end-to-end testing of telephony systems including inbound/outbound call flows, screen pops, and agent desktop functionality. Utilize automation tools like Empirix Hammer, Cyara, or equivalent to simulate voice traffic and validate call routing logic. Collaborate with developers, QA engineers, and business analysts to understand requirements and translate them into effective test strategies. Integrate test suites into CI/CD pipelines using tools like Jenkins, Git, and Azure DevOps. Perform regression, performance, and load testing of contact center systems. Report defects clearly and track them to closure. Support UAT and production validation activities. Provide testing estimates and status updates to project stakeholders. Essential Skills 6+ years of QA experience with at least 3 years in automation testing of contact center solutions. Hands-on experience with tools such as Empirix Hammer, Cyara, or similar IVR/telephony testing platforms. Strong knowledge of IVR call flows, speech recognition testing, DTMF validation, and SIP protocol basics. Proficiency in one or more test automation frameworks (e.g., Selenium, TestNG, Robot Framework). Familiarity with call center platforms like Genesys, Cisco UCCE, Avaya, or NICE. Understanding of API testing tools (Postman, REST Assured) and scripting languages (Python, Java, etc.). Experience working in Agile/Scrum teams. Excellent analytical and troubleshooting skills. Strong verbal and written communication. Experience testing in cloud-based contact center environments (Amazon Connect, Genesys Cloud, etc.). Certifications in QA, Automation, or specific contact center technologies. Exposure to monitoring/logging tools like Splunk, Wireshark for voice packet tracing. Desirable Skills Experience testing in cloud-based contact center environments (Amazon Connect, Genesys Cloud, etc.). Certifications in QA, Automation, or specific contact center technologies. Exposure to monitoring/logging tools like Splunk, Wireshark for voice packet tracing. Seniority level Mid-Senior level Employment type Contract Job function Quality Assurance Industries IT Services and IT Consulting #J-18808-Ljbffr