Five9 QA (IVR & Omni-Channel Testing)

Job Title : Five9 QA (IVR & Omni-Channel Testing)

Experience: 4–7 Years

Employment Type: Contract

Location : Remote

Working Time : 8 to 11AM CST

We are seeking a skilled QA Engineer with strong hands-on experience in cloud-based IVR and omni-channel testing, specifically on the Five9 platform. This role is ideal for someone who understands IVR architectures, call flow validation, and voice/digital channel testing in contact center environments.

Responsibilities

- Test cloud-based IVR systems and omni-channel platforms - Validate Five9 IVR architecture, call flows, routing logic, and voice workflows - Perform end-to-end testing across voice and non-voice channels (chat, email, digital) - Test web services, APIs, and backend integrations - Design and maintain test strategies, test plans, and test cases - Execute manual and automated test cases - Log, track, and manage defects using Jira - Prepare defect reports and participate in daily Scrum meetings - Collaborate with Development and DevOps teams - Support CI/CD pipeline validation - Contribute to automation framework enhancements using Selenium or Razor

Skills Required:

- 4–7 years of QA experience in IVR / Contact Center platforms - Strong hands-on experience with Five9 IVR - Solid understanding of IVR architecture, call routing, SIP, and voice technologies - Experience testing omni-channel solutions (chat, email, digital engagement) - Experience with API and web services testing - Hands-on experience with Agile/Scrum - Proficiency in Jira for test and defect management - Experience with Selenium or Razor IVR automation tools - Familiarity with CI/CD pipelines and DevOps practices - Working knowledge of GitLab and Jenkins - Ability to work with US time zone overlap