Job Description:

Professional Summary
Senior QA Engineer (Individual Contributor) with 8+ years of hands-on experience testing complex 
contact center solutions across IVR/Voice and Digital (Chat/Bot) channels. Strong expertise in Genesys 
Cloud (PureCloud), Genesys Engage, and Avaya Experience Portal (AEP) IVR ecosystems, building 
automation using Cyara Automation (IVR) and Botium (chat testing), and performing deep-dive 
Elastic/Kibana log validation to accelerate defect isolation and improve release quality. Comfortable 
operating in Agile teams with managed services/Tier II support alignment.
Key Skills (Hands-on)
• Platforms: Genesys Cloud (PureCloud), Genesys Engage, Avaya Experience Portal (AEP)
• Automation: Cyara Automation (IVR), Botium (Chatbot/Chat)
• Testing: E2E, Functional, Integration, System, Regression, Smoke, Sanity
• Observability/Logs: Elastic / Kibana (queries, dashboards, correlation IDs, latency/error 
analysis)
• Defect & Test Mgmt: JIRA, iTrack
• Integrations: REST APIs (JSON), CRM/ticketing integrations, CTI/agent desktop flows
• Methodology: Agile/Scrum, sprint-based delivery, CI/CD awareness
• AI Usage/Implementation: use AI tools to accelerate test case drafting, refine acceptance 
criteria, and summarize logs/defects (with human validation)
Role Responsibilities / Experience Highlights (IC-focused)
• Designed, executed, and maintained end-to-end test coverage for contact center journeys on 
Genesys Cloud (PureCloud), Genesys Engage, and AEP, covering IVR entry, authentication, 
routing/queueing, agent handling, and closure states.
• Authored and executed high-quality test cases, test data, and execution evidence mapped to user 
stories/requirements, including negative testing and edge-case validation.
IVR Testing (Genesys + AEP Expectations)
• Validated IVR functionality across: 
• prompt sequencing, menu navigation, retries/timeouts, error prompts, and graceful 
disconnects
• DTMF and ASR paths (where applicable), barge-in behavior, and no-input/no-match 
handling
• transfers (warm/cold), consult/conference, callbacks, and escalation to agents/queues
• AEP-focused validation included: 
• end-to-end call flow behavior through AEP apps/flows (menus, announcements, data 
capture)
• integration touchpoints (handoff to routing/agent, backend/service calls as applicable)
• environment/regression readiness checks after IVR changes (prompt updates, flow 
tweaks, config changes)
• Ensured business rules compliance for hours-of-operation/holiday routing, fallback paths, and 
failover scenarios.
Automation (Cyara + Botium)
• Built and enhanced Cyara Automation suites for IVR regression: 
• DTMF navigation, prompt verification, transfer logic, timeout/retry flows
• negative-path testing, fallback routing, and post-deployment smoke validation
• produced clear run results and failure evidence for triage
• Executed chat testing (manual + automation) using Botium, validating: 
• intent classification, entity/slot extraction, multi-turn context retention
• fallback behavior, ambiguous input handling, timeouts/reconnects
• bot-to-agent handoff, transcript integrity, and context transfer to agent desktop
Logs, Defects, and RCA Support
• Performed detailed Elastic/Kibana log validation to confirm end-to-end behavior: 
• verified API requests/responses and payload correctness across integrated services
• traced transactions using correlation IDs across IVR/chat, middleware, and downstream 
systems
• identified root cause patterns (timeouts, 4xx/5xx, misroutes, latency spikes) and attached 
log-backed evidence
• Managed defects independently in JIRA/iTrack: 
• clear reproduction steps, severity/priority, expected vs actual outcomes
• supporting artifacts (Kibana queries/screenshots, call traces, transcripts)
• re-test/regression and closure validation
Delivery & Support Alignment
• Participated in Agile ceremonies; proactively flagged risks tied to environment readiness, test 
data, and integration dependencies.
• Supported managed services/Tier II alignment via production smoke checks, incident 
reproduction support, and validation of hotfixes/patches.
Tools & Technologies
• Contact Center: Genesys Cloud (PureCloud), Genesys Engage, Avaya Experience Portal (AEP)
• Automation: Cyara Automation, Botium
• Logs/Monitoring: Elastic / Kibana
• Tracking: JIRA, iTrack
• Testing/Validation: E2E workflows, integration testing, REST/JSON validation
Good-to-Have
• Google CCAI (Dialogflow CX/ES) exposure for voice/chat flows (intents, fulfillment/webhooks, 
fallback handling, analytics validation)
• CI/CD exposure (running automated suites as part of release gates)
• ISTQB / Cyara Certification

Weekly Hours:

40

Time Type:

Regular

Location:

IND:AP:Hyderabad / Argus Bldg 4f & 5f, Sattva, Knowledge City- Adm: Argus Building, Sattva, Knowledge City

It is the policy of AT&T to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, AT&T will provide reasonable accommodations for qualified individuals with disabilities. AT&T is a fair chance employer and does not initiate a background check until an offer is made.

Job ID R-100007 Date posted 02/10/2026