Quality Analyst (Genesys Cloud CX and Dynamics 365 solutions)

Key Responsibilities

• 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.

Required Skills & Qualifications:

• 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.