Quality Analyst – Genesys Cloud CX, Dynamics 365

Role Overview

• Develop comprehensive test strategies, test plans, test cases, and test scripts for Genesys Cloud CX and Dynamics 365 solutions.
• Define functional, integration, system, regression, performance, and UAT testing approaches.
• Ensure traceability between business requirements, user stories, and test cases.
• Participate in requirement reviews and design walkthroughs to identify test scenarios early in the development lifecycle.
• Participate in Agile ceremonies, including sprint planning, backlog refinement, daily stand-ups, and retrospectives.
• Functional and integration testing MS Dynamics 365 features and Genesys CX (Call routing, IVR flows etc.)
• Log, track, prioritize, and retest defects using Azure DevOps. Work with development teams to troubleshoot and resolve issues.
• Support root cause analysis and recommend process improvements to enhance software quality.
• Support business users during UAT planning and execution.
• Develop UAT scenarios and scripts.
• Track UAT completion and sign-off activities.
• Participate in performance, load, and scalability testing.
• Validate system response times and user experience.

Requirements

• 5+ years of Quality Assurance and Software Testing experience.
• 2+ years working on Contact Center, CRM, or Customer Service platforms.
• Experience testing enterprise SaaS applications.
• Experience supporting Agile/Scrum delivery environments.

Tech Stack

• Azure
• Cloud