Test Analyst (Contact Centre)

at  FinXL

JOB DESCRIPTION

Are you an experienced Contact Centre Test Analyst looking to contribute to a high-profile program? FinXL IT Professional Services is seeking a skilled and versatile professional to join our dynamic testing practice in Sydney.
At FinXL, we pride ourselves on delivering exceptional outcomes for our clients while fostering a collaborative and innovative environment for our team members. Joining FinXL means being part of a premier testing practice with extensive expertise in functional and non-functional testing.

KEY SKILLS AND EXPERIENCE

To excel in this role, you’ll need:

• Good knowledge and hands-on experience with contact centre testing.
• Familiarity with Gherkin and Cucumber frameworks.
• Exposure to ALM testing tools (e.g., Micro Focus ALM) is advantageous.
• Proficiency in functional and non-functional testing methodologies.
• Australian Citizenship (mandatory); security clearances are beneficial but not essential.

ABOUT THE ROLE

As a Contact Centre Test Analyst, deployed with one of our cleints, you’ll play a pivotal role in testing and ensuring the smooth operation of contact centre systems, processes, and technologies. You’ll be responsible for both functional and non-functional testing, contributing to a critical program that impacts customer and agent experiences.

This role will involve:

• Testing contact centre systems, including IVR, ACD, CRM, and workforce management tools.
• Verifying call flows and ensuring routing and escalation scenarios function seamlessly.
• Conducting performance and load testing to identify system bottlenecks.
• Collaborating with IT teams and developers to report and resolve bugs.
• Supporting User Acceptance Testing (UAT) with end-user validation.
• Working within compliance and security protocols for sensitive data handling.

Proven contact centre testing experience is essential.

To excel in this role, you’ll need:

• Good knowledge and hands-on experience with contact centre testing.
• Familiarity with Gherkin and Cucumber frameworks.
• Exposure to ALM testing tools (e.g., Micro Focus ALM) is advantageous.
• Proficiency in functional and non-functional testing methodologies.
• Australian Citizenship (mandatory); security clearances are beneficial but not essential