Location: Melbourne, VictoriaContract Length: 12 Month ContractClearance Requirements: Australian Citizenship (security clearances are beneficial)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.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.Why Join Us?Opportunity to work on cutting-edge contact centre systems.Exposure to large-scale projects and a supportive, collaborative team environment.Flexible working conditions with potential long-term contract stability.How to Apply:If you're passionate about delivering reliable and efficient contact centre solutions and meet the requirements listed above, we'd love to hear from you.Apply now and be part of a team that values excellence and innovation in delivering seamless customer experiences!
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