Contact Center Test Engineer (Genesys Cloud)

Responsibilities

• The purpose of this role is to ensure the quality, reliability, and release readiness of enterprise contact centre platforms used at scale.
• Validate routing configurations, scripting changes, chatbot enhancements, AI-driven updates, and platform changes across contact centre environments.
• Perform end-to-end testing of customer and agent journeys, ensuring business requirements and technical designs are properly covered.
• Create and maintain test plans, test cases, validation strategies, and supporting quality documentation.
• Conduct integration testing across Genesys Cloud, Genesys Engage, telephony components, Oracle SBC, Nuance platforms, Pindrop, databases, and monitoring tools.
• Support CAB reviews, UAT, release governance, deployment readiness checks, and post-release validation activities.
• Identify, document, prioritise, track, and manage defects using Jira, ensuring clear communication of impact and resolution progress.
• Monitor testing progress, risks, blockers, dependencies, and quality metrics while supporting continual improvement initiatives.
• 6+ years of strong hands-on experience in contact centre testing, quality engineering, or platform validation within enterprise-scale environments.
• Practical knowledge of Genesys Cloud and Genesys Engage, including routing, scripting, customer journeys, agent journeys, and integration points.
• Experience defining or improving test automation frameworks, reusable testing approaches, and efficient validation processes.
• Understanding of Agile and DevOps delivery models, with the ability to collaborate across distributed teams and changing priorities.

Key Responsibilities

Experience with CCaaS platforms, AWS, and modern customer engagement technologies across voice, digital, chatbot, and AI-enabled channels. Familiarity with Jira, GitHub, Splunk, Oracle SBC, Nuance Gateway, Nuance Voice Server, Pindrop, and Oracle Database 19c.

Strong communication skills, with the ability to explain risks, defects, quality status, and release readiness to technical and non-technical stakeholders. Nice to Have ITIL v3 or newer certification. Experience working within global financial institutions, regulated industries, or highly governed enterprise environments. Experience collaborating with international teams across multiple time zones, cultures, and business functions. Interest in continual service improvement, automation, customer experience transformation, and AI-enabled contact centre platforms.

We offer

Culture of Relentless Performance : join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth.

Competitive Pay and Benefits

enjoy a comprehensive compensation and benefits package, including health insurance, language courses, and a relocation program.

Growth Mindset

reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities.

Global Impact

collaborate on impactful projects for top global clients and shape the future of industries.

Welcoming Multicultural Environment

be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events.

Social Sustainability Values

join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality. * Miratech is an equal opportunity employer and does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under applicable law.

Miratech helps visionaries change the world. We are a global IT services and consulting company that brings together enterprise and start-up innovation. Today, we support digital transformation for some of the world's largest enterprises. By partnering with both large and small players, we stay at the leading edge of technology, remain nimble even as a global leader, and create technology that helps our clients further enhance their business. We are a values-driven organization and our culture of Relentless Performance has enabled over 99% of Miratech's engagements to succeed by meeting or exceeding our scope, schedule, and/or budget objectives since our inception in 1989. Miratech has coverage across 5 continents and operates in 30+ countries around the world. We currently have R&D centers in Ukraine, India, Poland, Spain, Slovakia, Canada, and our headquarters in the US. As we continue to expand globally, we are seeing India, the United States, Canada, Argentina, and Brazil rapidly evolve into key growth areas in the Miratech network. Miratech retains nearly 1000 full-time professionals, and our annual growth rate exceeds 25%. Our ForeverRemote work culture offers you the utmost flexibility that comes with remote work.