Job Description

HM Note: This hybrid contract role is three (3) days in office. Candidate resumes must include first and last name, email and telephone contact information.

Description

Position Summary

Seeking a highly skilled and detail-oriented QA Test Analyst with 5+ years of QA experience to support the implementation of the Genesys Cloud CX Contact Centre as a Service (CCaaS) solution, including Verint Workforce Management Enterprise & Essentials Verint Quality Management. The successful candidate will work closely with external vendors and internal stakeholders to validate system functionality, performance, and integrations. They will contribute to the testing strategy, execute functional and integration tests, ensuring that the solutions meet CCaaS replacement project goals.

Key Responsibilities

Design, execute, and maintain manual and automated test cases based on business and technical requirements. Conduct functional, regression, integration, and user interface (UI) testing across Genesys Cloud CX and Verint platforms. Support User Acceptance Testing (UAT) coordination and resolution of reported issues. Work collaboratively with IOS, senior Test Analyst, Business Analysts, and vendors to support test planning and execution. Investigate issues identified during testing or reported from production, analyze application logs, and escalate as needed. Log and track defects using tools such as JIRA or Azure DevOps, ensuring accurate and timely issue resolution. Contribute to reporting on test progress, defects, and risks, and support Operations Contact Centre management with documentation and updates. Coordinate with IT teams to support setup of test environments and tools as needed Identify areas for improvement in testing processes and recommend quality enhancements.

Qualifications

Bachelor's degree in Computer Science, Information Technology, or a related field. Proven experience in software testing, preferably within public sector or service-focused environments. Familiarity with contact centre technologies; experience with Genesys Cloud CX, Verint WFM, or Verint QM is considered an asset. Strong understanding of software testing methodologies, including functional, integration, regression, load testing, and UAT. Proficiency in test management and defect tracking tools (e.g., Azure DevOps, JIRA, TestRail or equivalent). Experience with automated testing tools is an asset. Excellent analytical, documentation, and communication skills. Ability to work independently and collaboratively in a cross-functional project environment. Strong attention to detail and a commitment to delivering high-quality results.

Organizational Competencies Expected

Client Focus Accountability and Ownership Adaptability and Flexibility Communication and Collaboration Problem Solving and Judgment Commitment to Quality and Continuous Improvement Organizational Awareness


Deliverables

Key Responsibilities

Design, execute, and maintain manual and automated test cases based on business and technical requirements. Conduct functional, regression, integration, and user interface (UI) testing across Genesys Cloud CX and Verint platforms. Support User Acceptance Testing (UAT) coordination and resolution of reported issues. Work collaboratively with IOS, senior Test Analyst, Business Analysts, and vendors to support test planning and execution. Investigate issues identified during testing or reported from production, analyze application logs, and escalate as needed. Log and track defects using tools such as JIRA or Azure DevOps, ensuring accurate and timely issue resolution. Contribute to reporting on test progress, defects, and risks, and support Operations Contact Centre management with documentation and updates. Coordinate with IT teams to support setup of test environments and tools as needed Identify areas for improvement in testing processes and recommend quality enhancements.

Must Haves:

5+ years experience Designing, executing, and maintaining manual and automated test cases based on business and technical requirements. 5+ years experience Conducting functional, regression, integration, and user interface (UI) testing across Genesys Cloud CX and Verint platforms 5+ years experience Supporting User Acceptance Testing (UAT) coordination and resolution of reported issues. 5+ years experience Working collaboratively with IOS, senior Test Analyst, Business Analysts, and vendors to support test planning and execution. * 5+ years Investigating issues identified during testing or reported from production, analyze application logs, and escalate as needed.