Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experiences at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time. We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.Summary:The Quality Assurance (QA) Lead - Application is integral to our professional services team, ensuring the delivery of high-quality Genesys platform products. This role involves defining the scope of testing, managing budgets, and enforcing QA processes. The QA Lead collaborates closely with project teams and customers, explaining our testing procedures and differentiating them from user acceptance testing (UAT). This position requires on-site and remote interactions with customers and extensive coordination with project teams and QA engineers.Responsibilities / Job Duties:Quality Assurance Process Management: Define and enforce the Genesys QA testing process with professional services project teams and customers to ensure high-quality product delivery.Scope and Budget Management: Identify the necessary testing scope and estimate the total testing effort and billable hours for assigned projects.Project Leadership: Lead critical projects to ensure quality deliverables and proper testing in alignment with the project’s scope of work.Test Phases Ownership: Manage the test phases through continuous agile sprints and pre-release testing.Test Script Development: Create comprehensive system test scripts and plans based on requirements, covering all use cases and scenarios in collaboration with developers.Collaboration: Work collaboratively with project managers, development, and QA teams throughout all stages of the software development lifecycle.Test Automation: Utilize test automation tools to enhance testing efficiency and coverage.Communication: Effectively communicate project issues, roadblocks, prerequisites, and defects with professional team members.Documentation and Improvement: Contribute to process improvement by creating reusable documentation and conducting training sessions to enhance team skills and work delivery.Metrics and Reporting: Use test metrics to provide accurate reporting and ensure test coverage and traceability.Incident Management: Assess, prioritize, and manage incidents through to resolution.Quality Practices: Apply quality practices to software testing and flag issues outside own expertise to appropriate team leaders or managers.Independent and Supervisory Work: Work independently and supervise test staff during project phases as required.Hands-On Scripting: Demonstrate hands-on experience with scripting languages such as Java, Python, or Ruby.Agile Methodologies: Apply agile development methodologies effectively.Flexibility: Adapt to changing schedules and project-specific tasks as needed.Required Qualifications:Bachelor's degree in Computer Science, Information Technology, Computer Engineering, or Information Systems/Management.Excellent technical writing and spoken English skills.Proficiency with different Software Development Life Cycle (SDLC) concepts.Strong problem-solving and analytical skills.Demonstrated responsibility and ownership in past roles.6 to 8 years of experience with Genesys or 8 years of related industry experience.Relevant experience in application/cloud testing.Preferred Qualifications:Experience with cloud and IVR products.Performance, load, security, and customer experience (CX) testing experience.About Genesys:At Genesys, we lead in cloud experience orchestration, delivering personalized customer and employee experiences. Our mission is to provide 'Experience as a Service' to help organizations create lasting relationships with their customers. We integrate sustainability into our business strategy, focusing on reducing GHG emissions, promoting diversity, equity, and inclusion (DEI), and ensuring ethical AI use and strong corporate governance.Join us in transforming the customer experience landscape with innovative cloud solutions and a commitment to environmental and social responsibility.Compensation:This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities. $99,000.00 - $194,300.00Benefits:Medical, Dental, and Vision Insurance. Telehealth coverageFlexible work schedules and work from home opportunitiesDevelopment and career growth opportunitiesOpen Time Off in addition to 10 paid holidays401(k) matching programAdoption AssistanceFertility treatmentsMore details about our company benefits can be found at the following link: https://mygenesysbenefits.comIf a Genesys employee referred you, please use the link they sent you to apply.About Genesys:Every year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service™ our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit www.genesys.com.Reasonable Accommodations:If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may reach out to HR@genesys.com. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting. This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.Genesys is an equal opportunity employer committed to equity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.Please note that recruiters will never ask for sensitive personal or financial information during the application phase.
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