Five9 QA (IVR & Omni-Channel Testing)

As a skilled QA Engineer with 47 years of experience, you will be responsible for testing cloud-based IVR systems and omni-channel platforms, specifically on the Five9 platform. Your role will involve validating Five9 IVR architecture, call flows, routing logic, and voice workflows. You will perform end-to-end testing across voice and non-voice channels such as chat, email, and digital. Additionally, you will be testing web services, APIs, and backend integrations. It is essential to design and maintain test strategies, test plans, and test cases, and execute manual and automated test cases. You will also be required to log, track, and manage defects using Jira, prepare defect reports, and participate in daily Scrum meetings. Collaboration with Development and DevOps teams to support CI / CD pipeline validation is a key aspect of this role. Furthermore, you will contribute to automation framework enhancements using Selenium or Razor. Key Responsibilities: - Test cloud-based IVR systems and omni-channel platforms - Validate Five9 IVR architecture, call flows, routing logic, and voice workflows - Perform end-to-end testing across voice and non-voice channels (chat, email, digital) - Test web services, APIs, and backend integrations - Design and maintain test strategies, test plans, and test cases - Execute manual and automated test cases - Log, track, and manage defects using Jira - Prepare defect reports and participate in daily Scrum meetings - Collaborate with Development and DevOps teams - Support CI / CD pipeline validation - Contribute to automation framework enhancements using Selenium or Razor Qualifications Required: - 47 years of QA experience in IVR / Contact Center platforms - Strong hands-on experience with Five9 IVR - Solid understanding of IVR architecture, call routing, SIP, and voice technologies - Experience testing omni-channel solutions (chat, email, digital engagement) - Experience with API and web services testing - Hands-on experience with Agile / Scrum - Proficiency in Jira for test and defect management - Experience with Selenium or Razor IVR automation tools - Familiarity with CI / CD pipelines and DevOps practices - Working knowledge of GitLab and Jenkins As a skilled QA Engineer with 47 years of experience, you will be responsible for testing cloud-based IVR systems and omni-channel platforms, specifically on the Five9 platform. Your role will involve validating Five9 IVR architecture, call flows, routing logic, and voice workflows. You will perform end-to-end testing across voice and non-voice channels such as chat, email, and digital. Additionally, you will be testing web services, APIs, and backend integrations. It is essential to design and maintain test strategies, test plans, and test cases, and execute manual and automated test cases. You will also be required to log, track, and manage defects using Jira, prepare defect reports, and participate in daily Scrum meetings. Collaboration with Development and DevOps teams to support CI / CD pipeline validation is a key aspect of this role. Furthermore, you will contribute to automation framework enhancements using Selenium or Razor. Key Responsibilities: - Test cloud-based IVR systems and omni-channel platforms - Validate Five9 IVR architecture, call flows, routing logic, and voice workflows - Perform end-to-end testing across voice and non-voice channels (chat, email, digital) - Test web services, APIs, and backend integrations - Design and maintain test strategies, test plans, and test cases - Execute manual and automated test cases - Log, track, and manage defects using Jira - Prepare defect reports and participate in daily Scrum meetings - Collaborate with Development and DevOps teams - Support CI / CD pipeline validation - Contribute to automation framework enhancements using Selenium or Razor Qualifications Required: - 47 years of QA experience in IVR / Contact Center platforms - Strong hands-on experience with Five9 IVR - Solid understanding of IVR architecture, call routing, SIP, and voice technologies - Experience testing omni-channel solutions (chat, email, digital engagement) - Experience with API and web services testing - Hands-on experience with Agile / Scrum - Proficiency in Jira for test and defect management - Experience with Selenium or Razor IVR automation tools - Familiarity with CI / CD pipelines and DevOps practices - Working knowledge of GitLab and Jenkins