[Hiring] Staff Automation Engineer @Genesys

Role Description

This is a quality engineering role responsible for ensuring the reliability and performance of Genesys’ internal Contact Center as a Service (CCaaS) platform built on Genesys Cloud. As part of the IT Platform Development team, you’ll own and evolve our test automation framework and combine automated and manual testing across voice, digital, and AI-driven experiences. Working in an agile environment, you’ll partner closely with developers to validate flows, bots, and integrations so that every release is high quality, safe, and repeatable.

Key Responsibilities

• Own, maintain, and evolve the test automation framework for Genesys’ internal Genesys Cloud CCaaS platform, including architecture, coding standards, reusable libraries, and reporting.
• Design, build, and execute automated test suites for voice, digital (chat, messaging, email), and AI-driven experiences, including Architect flows, bot flows, and integrations.
• Perform targeted manual and exploratory testing where automation is not practical, including end-to-end call and conversation validation.
• Test AI capabilities such as conversational bots, intent recognition, knowledge surfacing, summarization, and agentic AI workflows for accuracy, consistency, and regression.
• Validate routing, queue, IVR, and data action behavior, as well as REST API integrations with platforms such as ServiceNow.
• Integrate automated tests into CI/CD pipelines to enable continuous testing and safe, repeatable releases.
• Partner with developers, the product owner, and the manager in an agile environment to refine acceptance criteria, estimate effort, and plan sprint test deliverables.
• Create and maintain test plans, test cases, and test data; track defects through resolution and drive root cause analysis.
• Drive UAT by partnering with stakeholders to validate business outcomes.
• Report on test coverage, quality metrics, and release readiness to stakeholders.
• Maintain clear documentation for the framework, test assets, and testing procedures.

Qualifications

• 5+ years of hands-on experience in test automation, including building or maintaining an automation framework.
• Proven experience testing contact center solutions (voice and digital channels), such as IVR, routing, ACD, and agent desktop workflows.
• Proficiency in at least one programming or scripting language used for automation (Python, Java, JavaScript, or TypeScript).
• Experience with test automation tools and frameworks such as Selenium, Playwright, Cypress, or equivalent.
• Experience with API testing using tools such as Postman, REST Assured, or similar, with working knowledge of REST, JSON, and OAuth.
• Solid understanding of manual testing techniques, test design, and the full software testing life cycle.
• Experience working in agile/Scrum teams and with tools such as Jira.
• Familiarity with CI/CD pipelines and Git-based source control.
• Strong analytical and problem-solving skills; ability to debug complex, multi-system issues.
• Excellent communication and teamwork skills across distributed teams.
• Bachelor’s degree in computer science, engineering, or related discipline, or equivalent experience.

Desirable Skills

• Hands-on experience with Genesys Cloud, including Architect, bot flows, Data Actions, and the Genesys Cloud APIs/SDKs.
• Experience testing AI and conversational systems, including NLU models, LLM-based features, and voice bots.

Benefits

• Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year.
• Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.
• Build future-ready skills through mentorship, learning programs, leadership development and education support.
• Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families.
• Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.