Contact Center Test Engineer (Genesys Cloud)

About the role

Miratech is looking for an experienced Contact Center Test Engineer to support a strategic engagement with a leading global banking and financial services client. The role ensures the quality, reliability and release readiness of enterprise contact centre platforms used at scale, validating solutions across Genesys Cloud, Genesys Engage, telephony components, cloud services, chatbot and AI updates and wider integrations. It suits a quality-focused professional who enjoys testing complex customer and agent journeys, working with distributed teams and contributing to well-governed releases in a regulated environment.

Key responsibilities

• 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, covering business requirements and technical designs.
• Create and maintain test plans, test cases, validation strategies and 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.
• Manage defects in Jira, tracking impact and resolution progress.
• Monitor testing progress, risks, blockers, dependencies and quality metrics, and support continual improvement.

Required profile

• 6+ years of hands-on experience in contact centre testing, quality engineering or platform validation in enterprise-scale environments.
• Practical knowledge of Genesys Cloud and Genesys Engage, including routing, scripting, customer and agent journeys and integration points.
• Experience with CCaaS platforms, AWS and modern customer engagement technologies across voice, digital, chatbot and AI channels.
• Experience defining or improving test automation frameworks and reusable testing approaches.
• Understanding of Agile and DevOps, and strong communication skills with technical and non-technical stakeholders.
• Nice to have: ITIL v3 or newer certification, experience in regulated industries, and experience with international teams across time zones.

Required skills

• Jira, GitHub, Splunk, Oracle SBC, Nuance Gateway, Nuance Voice Server, Pindrop, Oracle Database 19c
• Genesys Cloud and Genesys Engage
• Test automation frameworks and AWS

What we offer

• A comprehensive compensation and benefits package, including health insurance, language courses and a relocation program.
• Professional development, certification programs, mentorship, internal mobility and internship opportunities.
• A multicultural, flexible work environment with team-building events.