Quality Specialist II B - GBS IND

Overview

Software Engineer role focused on testing, developing and supporting Genesys-based IVR applications and voice-routing solutions for Bank of America's contact center platforms.

What you'll do

• Design, develop, maintain and support IVR call flows and voice-routing applications using Genesys technologies.
• Execute manual and automated testing using tools such as Cyara and SOAP UI to validate call flows, speech recognition accuracy, routing logic, system integrations and overall application performance.
• Develop and maintain automated test suites, improve test coverage and ensure continuous quality assurance throughout the software development lifecycle.
• Build and integrate conversational AI, cloud-native and microservices-based solutions with backend systems to deliver scalable and reusable customer engagement platforms.
• Design comprehensive test strategies, test cases and automation frameworks covering functional, regression, integration and user acceptance testing.
• Perform end-to-end development, validation, deployment support and maintenance of contact center solutions aligned with banking domain processes and enterprise standards.
• Analyze defects, troubleshoot technical issues, coordinate with development teams for resolution and support production releases.
• Collaborate with cross-functional teams in an Agile/Scrum environment using JIRA and Rally for requirements management, delivery tracking, testing and release activities.
• Develop, test and automate Omni-Channel Chat applications using Selenium and Playwright, ensuring quality, reliability, cross-browser compatibility and seamless customer experience.
• Drive continuous improvement initiatives focused on quality engineering, test automation, operational excellence and delivery efficiency within a global delivery model.

What you'll need

• Graduation or post-graduation education.
• 4 to 6 years of experience.
• Expertise in programming languages and testing tools such as Java, J2EE, VXML, Python, Cyara, SOAP UI, Selenium and Playwright for functional, integration, regression and end-to-end testing.
• Strong problem-solving and analytical skills.
• Excellent communication and team collaboration abilities.
• Well versed with software engineering concepts.
• Good analytical and debugging skills.
• Experience working in agile development methodology (scrum/kanban) and hands-on experience with the Jira tool.

Nice to have

• Knowledge of Genesys Contact Center technologies and tools.
• Experience working on a global delivery model with demographically distributed teams.
• Test automation framework development.
• Familiarity with CI-CD tools such as Rally, Jira and Jenkins.
• Knowledge of cloud computing systems such as Azure or Google Cloud.
• Understanding of scripting languages such as Python.
• Strong capabilities for collaboration and communication.
• Ability to function both individually and as a team.

Details

• Location: Hyderabad.
• Work timings: 11:30 AM to 8:30 PM.