GCCX QA Lead / Senior Tester
REMOTE /
Toronto, Ontario, Canada
- Permanent
This job allows you to work remotely
Job Description
We are supporting a large-scale public sector contact centre transformation focused on the migration and modernization of legacy environments to Genesys Cloud CX (GCCX). The program spans multiple workstreams and environments and follows a semi-agile, adaptive waterfall delivery model.
Responsibilities
Define and execute the overall QA and testing strategy for GCCX across Dev, SIT, UAT, and Production.
Perform hands-on functional, integration, regression, and UAT testing of GCCX configurations.
Validate call flows, IVR logic, routing strategies, queues, agent profiles, and role-based permissions against approved designs and standards.
Lead and coordinate testing activities across workstreams, including test planning, execution, and defect management.
Conduct gap analysis activities to identify discrepancies between requirements, configurations, and platform capabilities.
Own defect triage, prioritization, and validation in collaboration with functional and technical teams.
Support migration testing, cutover readiness, and post-deployment validation activities.
Provide clear test status reporting, risk assessments, and quality recommendations to stakeholders.
Ensure adherence to testing standards, documentation, and best practices throughout the delivery lifecycle.
***MUST have Security Reliability Clearance
Must Have Skills:
68+ years of QA and testing experience, including leadership or lead-tester responsibilities.
Strong hands-on experience testing Genesys Cloud CX or similar cloud contact centre platforms.
Proven experience leading QA activities on contact centre delivery or migration projects.
Deep understanding of contact centre operations, call routing, IVR, and agent workflows.
Experience working across multiple environments (Dev, SIT, UAT, Prod).
Comfortable operating within adaptive waterfall or hybrid delivery models.
Ability to clearly articulate individual contributions and ownership in complex programs.
Nice to Have Skills:
Public sector or large enterprise program experience.
Experience defining or improving QA frameworks for enterprise-scale initiatives.
Exposure to automation testing in contact centre environments.