Test Engineer - Contact Centre

at  FinXL

JOB DESCRIPTION

Location: Melbourne, Victoria
Contract Length: 12 Month Contract
Clearance Requirements: Australian Citizenship (security clearances are beneficial)

KEY SKILLS AND EXPERIENCE:

• Proven experience in testing contact centre systems (e.g., IVR, ACD, CRM, omnichannel platforms).
• Strong knowledge of Functional and Non-Functional Testing methodologies.
• Familiarity with testing tools such as ALM, Gherkin, and Cucumber.
• Experience in performance testing tools (e.g., Selenium, JIRA, or LoadRunner) is advantageous.
• Strong attention to detail and problem-solving skills.
• Excellent communication skills for collaborating with cross-functional teams.
• Technical knowledge of VoIP, telephony systems, and networking concepts.
• Understanding of compliance requirements such as GDPR, PCI DSS, or HIPAA is a plus.

ABOUT THE ROLE:

We are seeking a skilled and motivated Test Engineer - Contact Centre to join our team. You will play a pivotal role in ensuring the functionality, performance, and reliability of our contact centre systems, processes, and technologies. This role demands an all-round tester with experience in both Functional and Non-Functional Testing, alongside a strong understanding of testing tools and methodologies.

KEY RESPONSIBILITIES:

• System Testing: Validate contact centre systems, including IVR, ACD, CRM, and workforce management tools. Ensure seamless integration between systems like phone systems, databases, and chatbots.
• Call Flow Verification: Test IVR menus, call routing, and scenarios like transfers, escalations, and dropped calls to ensure seamless functionality.
• Quality Assurance: Test voice quality, connection stability, and latency to maintain an excellent customer experience.
• Omnichannel Testing: Verify functionality across communication channels (voice, chat, SMS, email, and social media) and test for smooth transitions between them.
• Performance and Load Testing: Simulate high traffic volumes to evaluate system performance under stress and identify bottlenecks.
• Bug Reporting & Resolution: Identify, document, and collaborate with IT and development teams to resolve issues.
• User Acceptance Testing (UAT): Collaborate with end-users to ensure new features and updates meet operational requirements.
• Compliance & Security: Verify compliance with regulations and ensure secure handling of customer data.