The posting
Be the one building AI-powered experiences where they matter most.
At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships.
Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day.
Summary
This is a quality engineering role responsible for ensuring the reliability and performance of Genesys’ internal Contact Center as a Service (CCaaS) platform built on Genesys Cloud. As part of the IT Platform Development team, you’ll own and evolve our test automation framework and combine automated and manual testing across voice, digital, and AI-driven experiences. Working in an agile environment, you’ll partner closely with developers to validate flows, bots, and integrations so that every release is high quality, safe, and repeatable.
Key Responsibilities
- Own, maintain, and evolve the test automation framework for Genesys’ internal Genesys Cloud CCaaS platform, including architecture, coding standards, reusable libraries, and reporting.
- Design, build, and execute automated test suites for voice, digital (chat, messaging, email), and AI-driven experiences, including Architect flows, bot flows, and integrations.
- Perform targeted manual and exploratory testing where automation is not practical, including end-to-end call and conversation validation.
- Test AI capabilities such as conversational bots, intent recognition, knowledge surfacing, summarization, and agentic AI workflows for accuracy, consistency, and regression.
- Validate routing, queue, IVR, and data action behavior, as well as REST API integrations with platforms such as ServiceNow.
- Integrate automated tests into CI/CD pipelines to enable continuous testing and safe, repeatable releases.
- Partner with developers, the product owner, and the manager in an agile environment to refine acceptance criteria, estimate effort, and plan sprint test deliverables.
- Create and maintain test plans, test cases, and test data; track defects through resolution and drive root cause analysis.
- Drive UAT by partnering with stakeholders to validate business outcomes.
- Report on test coverage, quality metrics, and release readiness to stakeholders.
- Maintain clear documentation for the framework, test assets, and testing procedures.
Minimum Requirements
- 5+ years of hands-on experience in test automation, including building or maintaining an automation framework.
- Proven experience testing contact center solutions (voice and digital channels), such as IVR, routing, ACD, and agent desktop workflows.
- Proficiency in at least one programming or scripting language used for automation (Python, Java, JavaScript, or TypeScript).
- Experience with test automation tools and frameworks such as Selenium, Playwright, Cypress, or equivalent.
- Experience with API testing using tools such as Postman, REST Assured, or similar, with working knowledge of REST, JSON, and OAuth.
- Solid understanding of manual testing techniques, test design, and the full software testing life cycle.
- Experience working in agile/Scrum teams and with tools such as Jira.
- Familiarity with CI/CD pipelines and Git-based source control.
- Strong analytical and problem-solving skills; ability to debug complex, multi-system issues.
- Excellent communication and teamwork skills across distributed teams.
- Bachelor’s degree in computer science, engineering, or related discipline, or equivalent experience.
Desirable Skills
- Hands-on experience with Genesys Cloud, including Architect, bot flows, Data Actions, and the Genesys Cloud APIs/SDKs.
- Experience testing AI and conversational systems, including NLU models, LLM-based features, and voice bots.
#LI-GR1 #LI-Remote
Working at Genesys
- AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year.
- A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.
- Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support.
- Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families.
- Recognized globally – Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.
Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.
What Happens After You Apply
After you apply, here's what you can typically expect:
- Our Talent Acquisition team reviews your application with the hiring team.
- A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview.
- Next, you'll meet the hiring manager and other members of the interview team.
- We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases.
- After interviews are complete, our team will follow up with the final steps.
Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.
Stay Connected
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Be the one building what's next - where AI, experience and impact come together.
Employee Referral
If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral.
About Genesys:
Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. Genesys Cloud™ is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built-in governance and control. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.ai.
Reasonable Accommodations:
If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at [email protected].
You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.
This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response.
Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.
Please note that recruiters will never ask for sensitive personal or financial information during the application phase.
