Role & seniority: Quality Engineering Lead (Test Lead); CCaaS QA Engineer with senior/lead responsibilities

Stack/tools: Cyara Velocity (must-have), Cyara Cruncher, Pulse CX; Omnichannel CCaaS knowledge; Botium (nice-to-have); CCaaS platforms (Genesys/NICE/Amazon Connect); performance testing basics (JMeter/LoadRunner)

Top 3 responsibilities

Design, build, and maintain automated IVR test suites using Cyara Velocity; develop end-to-end testing strategies
Validate omnichannel workflows (Voice, Chatbot, Email, SMS) and execute performance/load tests; analyze results
Configure/monitor Pulse CX monitoring in production-like environments; provide root-cause analysis and guide juniors on Cyara usage

Must-have skills

Cloud Contact Center Implementation (minimum 5 years)
Hands-on Cyara Velocity; Cyara Cruncher; Pulse CX
Strong understanding of omnichannel CCaaS journeys and call flows; KPI interpretation (latency, SLA, IVR routing accuracy); defect reporting; effort estimation

Nice-to-haves

Botium or chatbot testing frameworks
Expertise in at least one CCaaS platform (Genesys/NICE/Amazon Connect)
Performance testing basics (JMeter/LoadRunner)
Location & work type: Location not specified; Work type: Full-time

Full Description

Project Role: Quality Engineering Lead (Test Lead)

Project Role Description: Leads a team of quality engineers through multi-disciplinary team planning and ecosystem integration to accelerate delivery and drive quality across the application lifecycle. Applies business and functional knowledge to develop end-to-end testing strategies through the use of quality processes and methodologies. Applies testing methodologies, principles and processes to define and implement key metrics to manage and assess the testing process including test execution and defect resolution.

Must have skills: Cloud Contact Center Implementation

Good to have skills: NA

Minimum 5 Year(s) Of Experience Is Required

Educational Qualification: 15 years full time education

Summary: We are seeking an experienced CCaaS QA Engineer with deeper hands-on expertise in Cyara Velocity and exposure to Cyara Cruncher and Pulse. You will contribute to end-to-end testing strategy across multiple customer interaction channels and ensure high-quality customer experiences. Roles & Responsibilities

Design, build, and maintain automated IVR test suites using Cyara Velocity.

Validate omnichannel workflows: Voice, Chatbot, Email, SMS. Execute performance/load tests using Cyara Cruncher and analyze results. Configure and monitor Pulse CX monitoring test cases in production-like environments. Troubleshoot failures across channels and provide root-cause analysis. Participate in sprint ceremonies, help refine requirements, and perform impact assessments. Develop reusable test assets, test data sets, and regression packs.

Guide junior team members on Cyara usage and best practices. Professional & Technical Skills

Hands-on experience with Cyara Velocity (must), Cyara Cruncher (performance) and Pulse (monitoring).
Strong understanding of Omnichannel CCaaS journeys and customer call flows.
Ability to interpret KPIs like latency, SLA, MOS (basic), IVR routing accuracy.
Strong communication and defect-reporting skills.
Ability to estimate CCaaS testing effort and support proposal building. -Good to Have
Knowledge of Botium or chatbot testing frameworks.

Expertise in one CCaaS platform: Genesys / NICE / Amazon Connect. Performance testing basics (JMeter, LoadRunner optional). Additional Information: - The candidate should have minimum 5 years of experience in Cloud Contact Center Implementation. - A 15 years full time education is required. Show more Show less