Senior QA Engineer – Contact Center Platforms (NICE CXone / Genesys)
Location: Client premises, Dubai, UAE (onsite)
Salary: AED 10,000 – 13,000 per month
Benefits: Work visa, annual air tickets, medical insurance, gratuity, paid time off
Experience Required: 5+ years of relevant experience
Reference: FZ-AE-434
We are seeking a Senior QA Engineer with deep experience testing contact-center and enterprise telephony platforms to validate IVR, routing, and customer-interaction journeys end to end. The role spans functional, integration, regression, and API testing across complex, high-volume contact-center systems, with strong data validation and root-cause analysis in an Agile delivery environment.
Key Responsibilities
- Design and execute comprehensive test scenarios for contact-center platforms, covering IVR, conversational AI, routing, and system integrations.
- Validate configurations and customisations of IVR workflows, call-routing logic, and customer-interaction journeys.
- Perform functional, integration, regression, and API testing across contact-center and connected operational platforms.
- Monitor system performance during test cycles, identify defects, and lead troubleshooting and root-cause analysis.
- Validate data accuracy across reporting, workforce management (WFM), quality monitoring, and analytics systems.
- Collaborate with Product Owners, architects, IT teams, and vendors to ensure stable, scalable, high-quality releases.
Required Skills & Experience
- 5+ years of QA / testing experience on contact-center or enterprise telephony platforms (NICE CXone / Genesys preferred); Bachelor's in Computer Science, IT, or Engineering, or equivalent.
- Hands-on experience with IVR, ACD, CTI, and routing, plus a strong grasp of VoIP, SIP, call flows, messaging, and contact-center architecture.
- Proven functional, integration, regression, and API testing (Postman, REST services) across enterprise systems.
- Proficiency in data validation and analysis using SQL, Excel, or reporting tools (Power BI / Tableau).
- Familiarity with cloud platforms (AWS / Azure) and modern architectures (microservices, containers); scripting / automation (Python, JavaScript, Selenium) is an advantage.
- Strong analytical, troubleshooting, and defect-management skills with root-cause analysis; Agile experience and excellent communication; airline/aviation domain exposure is a plus.
