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- Employment type
- Full-time
- Experience level
- Senior · 5+ years
- Posting language
- English
- Working hours
- 40 hours per week
- Seniority
- Mid-Senior level
- Application method
- Direct apply is available
Job summary
Lead test planning, test case development, and release validation across Genesys Cloud CX voice and digital journeys, including Architect flows, IVR, routing, and conversational AI. Test integrations and customer journeys, investigate defects with developers, communicate risks, improve QA processes, and contribute to automation and CI/CD integration.
Job details
We are working with a leading telecommunications organisation and we’re looking for a Senior QA Engineer with hands-on Genesys Cloud CX and conversational AI testing experience to support complex contact centre projects. You’ll take ownership of testing across voice and digital customer journeys, ensuring bots, integrations and agent handovers work reliably. This isn't just a traditional Genesys Cloud QA position. You'll be trusted to lead and influence key initiatives including: Own test planning, test cases and release validation across Genesys Cloud CX, including Architect flows, IVR, routing and digital channels. Test conversational AI and bot flows, validating intent recognition, utterances, entity capture, context retention and escalation to live agents. Perform functional, integration, regression and end-to-end testing across APIs, backend systems and customer journeys. Investigate defects with developers, communicate risks and drive improvements in QA processes. Contribute to test automation and CI/CD integration, supporting other testers where required. Desired Skills includes: 5+ years of QA/testing experience. 1+ year of hands-on Genesys Cloud CX experience. 1+ year testing bot flows or conversational AI, with practical experience validating bot behaviour. Current Government of Canada Reliability Status (Level 1). Eligibility to obtain clearance alone is insufficient. Experience testing contact centre functionality and API/backend integrations. Strong test planning, defect management and communication skills, with the ability to work independently. Canadian citizenship or permanent residency, and the ability to be paid in CAD. This is a long-term Remote contract - hire opportunity for professionals in Canada The process is also straightforward — just 2 interview stages.
What you’ll do
Lead test planning, test case development, and release validation across Genesys Cloud CX voice and digital journeys, including Architect flows, IVR, routing, and conversational AI. Test integrations and customer journeys, investigate defects with developers, communicate risks, improve QA processes, and contribute to automation and CI/CD integration.
Requirements
Requires 5+ years of QA/testing experience, including at least one year of hands-on Genesys Cloud CX experience and one year testing bot flows or conversational AI. Candidates must hold current Government of Canada Reliability Status (Level 1), have contact centre and API/backend integration testing experience, and be Canadian citizens or permanent residents able to be paid in CAD.
Listed skills
- Quality assurance · Preferred
Other relevant skills
Identified from the job description. Confirm important requirements above.
- Genesys Cloud CX
- Quality Assurance
- Test Planning
- Test Case Design
- Release Validation
- Conversational AI Testing
- Bot Flow Testing
- Contact Centre Testing
- API Testing
- Backend Integration Testing
- Functional Testing
- Regression Testing
- End-to-End Testing
- Defect Management
- Test Automation
- CI/CD Integration
Job areas
- Technology
- Software
- Customer Service & Support