Location: REMOTE / Toronto, Ontario
This job allows you to work remotely.
We are supporting a large-scale public sector contact centre transformation focused on the migration and modernization of legacy environments to Genesys Cloud CX (GCCX). The program spans multiple workstreams and environments and follows a semi-agile, adaptive waterfall delivery model.
Responsibilities
• Define and execute the overall QA and testing strategy for GCCX across Dev, SIT, UAT, and Production.
• Perform hands-on functional, integration, regression, and UAT testing of GCCX configurations.
• Validate call flows, IVR logic, routing strategies, queues, agent profiles, and role-based permissions against approved designs and standards.
• Lead and coordinate testing activities across workstreams, including test planning, execution, and defect management.
• Conduct gap analysis activities to identify discrepancies between requirements, configurations, and platform capabilities.
• Own defect triage, prioritization, and validation in collaboration with functional and technical teams.
• Support migration testing, cutover readiness, and post-deployment validation activities.
• Provide clear test status reporting, risk assessments, and quality recommendations to stakeholders.
• Ensure adherence to testing standards, documentation, and best practices throughout the delivery lifecycle.
MUST have Security Reliability Clearance
Must Have Skills:
• 6–8+ years of QA and testing experience, including leadership or lead-tester responsibilities.
• Strong hands-on experience testing Genesys Cloud CX or similar cloud contact centre platforms.
• Proven experience leading QA activities on contact centre delivery or migration projects.
• Deep understanding of contact centre operations, call routing, IVR, and agent workflows.
• Experience working across multiple environments (Dev, SIT, UAT, Prod).
• Comfortable operating within adaptive waterfall or hybrid delivery models.
• Ability to clearly articulate individual contributions and ownership in complex programs.
Nice to Have Skills:
• Public sector or large enterprise program experience.
• Experience defining or improving QA frameworks for enterprise-scale initiatives.
• Exposure to automation testing in contact centre environments.
