Key Responsibilities

• Validate various contact center components related to voice, email, and work item channels across both on-premise systems and Genesys Cloud.
• Utilize Genesys Cloud CX for testing and reporting, ensuring accurate data collection and system performance.
• Develop, execute, and maintain test plans and test cases for IVR systems, ensuring quality assurance and system functionality.
• Hands-on experience in designing and automating IVR routing flows within Genesys Cloud CX.
• Provide feedback and recommendations for optimizing IVR systems, ensuring seamless and efficient customer interactions.
• Collaborate with cross-functional teams to identify areas for improvement and implement best practices in contact center automation.

Required Qualifications

• Strong working knowledge of JIRA and Confluence for project tracking and documentation.
• Hands-on experience with IVR systems, specifically in designing, implementing, and troubleshooting IVR flows in Genesys Cloud CX.
• Proven experience in validating and optimizing contact center components, including voice, email, and work item channels.
• Excellent communication skills with the ability to collaborate with technical and non-technical teams.

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