Strong contact centre / IVR/ DTMF automation experience and experience with tools such as CR velocity
Experience leading test planning and overall testing strategy
Experience creating and owning testing artifacts, including:
- Test plans
- Test scenarios and test cases
- Regression test suites
- Defect documentation and tracking
Experience supporting defect identification, triage, and resolution Ability to lead meetings and communicate testing progress, risks, issues, and next steps
Strong communication skills with both technical and business stakeholders
Experience providing direction and guidance to other automation/testing resources
Nice to Have Skills & Experience
Genesys Cloud or other CCaaS platform
Insight Global is looking for an Automation Lead to lead testing and automation activities within a contact centre setting. This person will be responsible for driving the overall testing approach, creating key testing artifacts, building regression test coverage, supporting defect management,
and leading meetings with technical and business stakeholders. The ideal candidate has strong hands-on automation experience combined with the communication and leadership skills needed to drive testing activities across the team.
Key responsibilities include the below:
Lead the overall IVR/contact centre automation testing effort
Own test planning and ensure the appropriate testing artifacts are created
Develop and maintain regression test cases Help identify, document, prioritize, and track defects
Lead testing meetings and communicate status to stakeholders
Coordinate the work of automation engineers and ensure testing activities stay on track
Remain hands-on with automation where needed
Work closely with development, QA, business, and contact centre teams throughout the testing lifecycle
Artificial intelligence tools are used to assist in screening and assessing applicants for this position. This role is vacant to support a new project. The hourly rate ranges from $45-51/hr.
📌 Contact Centre Automation Test Engineer (Toronto)
🏢 Insight Global
📍 Toronto
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