Experience Required: 7–8 Years

Employment Type: Full-Time / Contract

Role Overview

We are seeking a highly experienced Senior Manual Quality Engineer with deep expertise in Microsoft Dynamics CRM and Genesys Cloud (Contact Center platform). The role focuses on test strategy, test case creation, execution, and end-to-end validation of CRM workflows and contact center operations to ensure stable releases and superior customer interaction quality.

Key Responsibilities

• Design, review, and execute comprehensive manual test cases based on business and functional requirements

• Perform end-to-end testing of Microsoft Dynamics CRM modules (Sales, Customer Service, Case Management, Workflows)

• Validate Genesys Cloud call flows, IVR journeys, routing strategies, agent desktop functionality, and reporting

• Conduct functional, regression, system integration (SIT), and UAT support testing

• Test and validate CTI integrations between Dynamics CRM and Genesys Cloud

• Validate real-time customer interaction scenarios:

• Inbound & outbound call handling

• Call routing & queue management

• CRM screen pops & auto case creation

• Call disposition, wrap-up codes, and interaction logs

• Lead defect lifecycle management — identify, log, track, retest, and ensure closure using JIRA/Azure DevOps

• Work closely with business analysts, CRM developers, contact center engineers, and stakeholders

• Participate in requirement reviews and provide quality risk assessments

• Prepare test strategy, test summary reports, and QA documentation

• Support production releases and post-deployment validation

Required Skills

• 7–8 years of experience in Manual Testing / QA

• Strong hands-on experience with Microsoft Dynamics CRM / D365 Customer Engagement

• Proven experience testing Genesys Cloud (PureCloud) platform

• Solid understanding of contact center operations (IVR, ACD, call flows, agent states, SLAs, queues)

• Experience with CRM–CTI integrations

• Strong ability to design test scenarios, test cases, and test data

• Knowledge of SDLC, STLC, and defect lifecycle management

• Experience with defect tracking tools (JIRA, Azure DevOps, etc.)

• Basic understanding of API testing & integration validation

• Excellent analytical and communication skills

Work Schedule Requirement

• Must be comfortable working with overlap in U.S. Eastern Standard Time (EST) hours

• Minimum 3–4 hours of daily overlap with EST business hours required

• Availability for client calls, defect triage, and release discussions in EST time zone

Good to Have

• Experience with Omnichannel for Customer Service in Dynamics

• SQL knowledge for backend data validation

• Exposure to UAT coordination

• Experience in telecom/contact center domain

• Awareness of automation tools for collaboration with automation teams

Education

• Bachelor’s degree in Computer Science, IT, or related field