MANUAL TESTER

•           5+ years of QA/testing experience in contact center technologies or enterprise telephony platforms

•           Hands-on experience with NICE / Genesys / similar contact center platforms (IVR, ACD, CTI, routing)

•           Strong understanding of VoIP, SIP, call flows, messaging systems, and contact center architecture

•           Experience in functional, integration, regression, and API testing (Postman, REST services)

•           Familiarity with cloud platforms (AWS/Azure) and modern architectures (microservices, containers)

•           Proficiency in data validation and analysis using SQL, Excel, or reporting tools (Power BI/Tableau)

•           Exposure to automation tools or scripting (Python, JavaScript, Selenium) is an advantage

•           Strong analytical, troubleshooting, and defect management skills, including root cause analysis

•           Experience working in Agile environments with cross-functional collaboration

•           Excellent communication skills and ability to manage multiple priorities in a fast-paced setup

Design and execute comprehensive test scenarios for contact center platforms including IVR, conversational AI, routing, and system integrations

•           Validate configurations and customizations of IVR workflows, call routing logic, and customer interaction journeys

•           Perform functional, integration, regression, and API testing across contact center systems and airline operational platforms

•           Monitor system performance during testing cycles, identify defects, and support troubleshooting and root cause analysis

•           Ensure system stability, scalability, and reliability in high-volume contact center environments

•           Validate data accuracy across reporting, WFM, quality monitoring, and analytics systems

•           Collaborate with Product Owners, architects, IT teams, and vendors to ensure high-quality releases and seamless deployments

•           Contribute to test automation, process improvements, and continuous enhancement of QA practices