Staff Automation Engineer, Platform Engineering

Genesys

1d•Remote

About The Position

This quality engineering role is 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, the Staff Automation Engineer owns and evolves the test automation framework and combines automated and manual testing across voice, digital, and AI-driven experiences. The role works in an agile environment and partners closely with developers to validate flows, bots, and integrations so that releases are high quality, safe, and repeatable. The role covers framework architecture and maintenance, automated test design and execution, targeted manual and exploratory testing, AI capability validation, API and integration testing, and integration of automated tests into CI/CD pipelines. It also contributes to sprint planning, UAT, defect resolution and root cause analysis, quality reporting, and documentation.

Requirements

At least 5 years of hands-on experience in test automation, including building or maintaining an automation framework.
Proven experience testing contact center solutions across 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, including the ability to debug complex, multi-system issues.
Excellent communication and teamwork skills across distributed teams.
Bachelor’s degree in computer science, engineering, or a related discipline, or equivalent experience.

Nice To Haves

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.

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 channels (chat, messaging, and 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.