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

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