Job Description

Be the one building AI-powered experiences where they matter most.

At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships.

Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day.

Associate QA Engineer

We're looking for a detail-oriented tester to validate headset and phone device integrations with our cloud communications platform (Genesys Cloud). This role is primarily hands-on manual testing — connecting physical hardware, executing call control scenarios, and documenting results. While the day-to-day work does not require writing test automation, the ideal candidate has coding knowledge and understands software systems well enough to troubleshoot issues, read logs, and collaborate effectively with development teams.

Major Responsibilities/Activities

• Execute manual test cases for headset and phone device integrations with our cloud communications platform across multiple supported vendors

• Validate end-to-end call control functionality between physical devices and the application

• Test device connectivity, provisioning workflows, and firmware upgrade scenarios

• Perform exploratory testing to identify high-risk areas, refine requirements, and isolate bugs

• Document test results clearly in Confluence, noting pass/fail status and any anomalies

• Reproduce and report defects with clear steps, reading logs when necessary to pinpoint root causes

• Assist support engineers with escalated customer issues by reading logs, explaining intended behaviors, and identifying defects

• Identify useful test cases that isolate faults in device-to-application communication

• Build trust and maintain relationships with development and product management team members

Minimum Requirements

A Bachelor of Science degree in Computer Science (preferred) or related degree, or equivalent work experience.

Required:

• Basic understanding of telephony concepts: SIP, call flows, hold, transfer, mute, conferencing

• Familiarity with multi-tier web applications and technologies such as HTTP, JavaScript, and JSON

• Ability to navigate and interpret logs using software analytics services (e.g., New Relic, SumoLogic) to diagnose device integration problems

• Knowledge of the Software Development Life Cycle (SDLC)

• Knowledge of service-oriented architecture (SOA) at a conceptual level

• Understanding of how hardware devices interact with web-based platforms (USB, WebHID, Bluetooth)

• Strong attention to detail and ability to follow structured test plans methodically

• Clear written and verbal communication skills for documenting results and filing bug reports

• Comfortable working with physical hardware: USB headsets, desk phones, base stations, dongles

• Basic networking knowledge: IP addresses, DHCP, DNS (needed for phone provisioning tests)

• Knowledge of agile testing methodologies and best practices for continuous delivery (CD)

• 0 to 1 years of industry experience

• Willing to work till 11 PM IST.

Nice to Have:

• Knowledge of telephony message and call flows with SIP, XMPP, and Jingle

• Exposure to WebHID, USB device protocols, or Bluetooth pairing workflows

• Familiarity with Jira and Confluence for defect tracking and test documentation

• Understanding of firmware update processes

• Previous QA or manual testing experience in telephony, UCaaS, or contact center products

• Knowledge of Amazon Web Services (AWS) such as EC2 and S3

• Experience with delivery pipeline tools such as Jenkins (helpful for understanding release cycles)

• Knowledge of object-oriented programming and design patterns

• Testing cloud services for security and compliance with HIPAA, PCI, and SSAE-16

Tools You'll Use

• Genesys Cloud (the platform under test)

• Confluence (test documentation and results tracking)

• Jira (defect reporting)

• Physical headset devices and desk phones from multiple vendors

• Web browsers with WebHID support (Chrome)

• Log analysis tools (New Relic, SumoLogic)

• GitHub/Bitbucket (reading source code and understanding changes)

#LI-Hybrid

#LI-GR1

Working at Genesys

• AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year.
• A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.
• Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support.
• Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families.
• Recognized globally – Genesys is Great Place to Work®certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.

Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.

What Happens After You Apply

After you apply, here's what you can typically expect:

• Our Talent Acquisition team reviews your application with the hiring team.

• A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview.

• Next, you'll meet the hiring manager and other members of the interview team.

• We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases.

• After interviews are complete, our team will follow up with the final steps.

Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.

Stay Connected

Stay connected to learn more about how we're applying AI to customer and employee experience challenges and get notified when relevant opportunities become available.

Get notified about relevant opportunities

Be the one building what's next - where AI, experience and impact come together.

Employee Referral

If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral.

About Genesys:

Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com

You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.

This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response.

Genesys is an equal opportunity employer committed to fairness 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.