**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. AT&T will consider for employment qualified applicants in a manner consistent with the requirements of federal, state and local laws We expect employees to be honest, trustworthy, and operate with integrity. Discrimination and all unlawful harassment (including sexual harassment) in employment is not tolerated. We encourage success based on our individual merits and abilities without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, protected veteran status or employment status