QA Engineer

Summary

Join EDCi's Customer Experience team as a Quality Analyst Engineer, ensuring the quality of contact center solutions through comprehensive testing, process development, and team leadership.

Requirements

• Strong analytical, communication and problem solving skills are required
• Proven experience with business and technical requirements analysis, modeling, verification, and methodology development
• Genesys Cloud Architect Experience, particularly in building call flow
• Genesys Cloud Administrator Experience, specifically managing contact center setups
• Experience with development and implementation of software solutions, systems, or products
• Ability to create systematic and consistent requirements specifications in both technical and user-friendly language
• Strong attention to detail and the ability to solve complex problems
• Experience with testing procedures and platforms such as Azure Dev Ops
• Highly proficient in Microsoft Excel, with the ability to create complex data models and reports
• Experience with SharePoint for document management and collaboration
• Proficiency in Visio for process mapping and diagramming
• Familiarity with Workforce Management (WFM) tools and processes
• Experience in telephony and understanding of phone systems integrations

Responsibilities

• Develop and perform comprehensive quality testing on contact center integrations
• Develop and execute test cases, document results, and track defects to resolution
• Apply an analytical mindset to identify potential issues before they impact the customer experience
• Define and document user procedures, manuals and workflows
• Lead the creation and implementation of QA processes, ensuring they are scalable and efficient
• Manage and track the status of requirements throughout the project lifecycle
• Create and build a QA team to ensure implementation and integration builds
• Make recommendations of effectiveness and efficiency for existing requirements, gathering processes and develop strategies for enhancing or further leveraging these processes