Specialist App/Prod Support
Bengaluru, India
Job Description:
Professional Summary
Senior QA Engineer (Individual Contributor) with 8+ years of hands-on experience testing complex
contact center solutions across IVR/Voice and Digital (Chat/Bot) channels. Strong expertise in Genesys
Cloud (PureCloud), Genesys Engage, and Avaya Experience Portal (AEP) IVR ecosystems, building
automation using Cyara Automation (IVR) and Botium (chat testing), and performing deep-dive
Elastic/Kibana log validation to accelerate defect isolation and improve release quality. Comfortable
operating in Agile teams with managed services/Tier II support alignment.
Key Skills (Hands-on)
• Platforms: Genesys Cloud (PureCloud), Genesys Engage, Avaya Experience Portal (AEP)
• Automation: Cyara Automation (IVR), Botium (Chatbot/Chat)
• Testing: E2E, Functional, Integration, System, Regression, Smoke, Sanity
• Observability/Logs: Elastic / Kibana (queries, dashboards, correlation IDs, latency/error
analysis)
• Defect & Test Mgmt: JIRA, iTrack
• Integrations: REST APIs (JSON), CRM/ticketing integrations, CTI/agent desktop flows
• Methodology: Agile/Scrum, sprint-based delivery, CI/CD awareness
• AI Usage/Implementation: use AI tools to accelerate test case drafting, refine acceptance
criteria, and summarize logs/defects (with human validation)
Role Responsibilities / Experience Highlights (IC-focused)
• Designed, executed, and maintained end-to-end test coverage for contact center journeys on
Genesys Cloud (PureCloud), Genesys Engage, and AEP, covering IVR entry, authentication,
routing/queueing, agent handling, and closure states.
• Authored and executed high-quality test cases, test data, and execution evidence mapped to user
stories/requirements, including negative testing and edge-case validation.
IVR Testing (Genesys + AEP Expectations)
• Validated IVR functionality across:
• prompt sequencing, menu navigation, retries/timeouts, error prompts, and graceful
disconnects
• DTMF and ASR paths (where applicable), barge-in behavior, and no-input/no-match
handling
• transfers (warm/cold), consult/conference, callbacks, and escalation to agents/queues
• AEP-focused validation included:
• end-to-end call flow behavior through AEP apps/flows (menus, announcements, data
capture)
• integration touchpoints (handoff to routing/agent, backend/service calls as applicable)
• environment/regression readiness checks after IVR changes (prompt updates, flow
tweaks, config changes)
• Ensured business rules compliance for hours-of-operation/holiday routing, fallback paths, and
failover scenarios.
Automation (Cyara + Botium)
• Built and enhanced Cyara Automation suites for IVR regression:
• DTMF navigation, prompt verification, transfer logic, timeout/retry flows
• negative-path testing, fallback routing, and post-deployment smoke validation
• produced clear run results and failure evidence for triage
• Executed chat testing (manual + automation) using Botium, validating:
• intent classification, entity/slot extraction, multi-turn context retention
• fallback behavior, ambiguous input handling, timeouts/reconnects
• bot-to-agent handoff, transcript integrity, and context transfer to agent desktop
Logs, Defects, and RCA Support
• Performed detailed Elastic/Kibana log validation to confirm end-to-end behavior:
• verified API requests/responses and payload correctness across integrated services
• traced transactions using correlation IDs across IVR/chat, middleware, and downstream
systems
• identified root cause patterns (timeouts, 4xx/5xx, misroutes, latency spikes) and attached
log-backed evidence
• Managed defects independently in JIRA/iTrack:
• clear reproduction steps, severity/priority, expected vs actual outcomes
• supporting artifacts (Kibana queries/screenshots, call traces, transcripts)
• re-test/regression and closure validation
Delivery & Support Alignment
• Participated in Agile ceremonies; proactively flagged risks tied to environment readiness, test
data, and integration dependencies.
• Supported managed services/Tier II alignment via production smoke checks, incident
reproduction support, and validation of hotfixes/patches.
Tools & Technologies
• Contact Center: Genesys Cloud (PureCloud), Genesys Engage, Avaya Experience Portal (AEP)
• Automation: Cyara Automation, Botium
• Logs/Monitoring: Elastic / Kibana
• Tracking: JIRA, iTrack
• Testing/Validation: E2E workflows, integration testing, REST/JSON validation
Good-to-Have
• Google CCAI (Dialogflow CX/ES) exposure for voice/chat flows (intents, fulfillment/webhooks,
fallback handling, analytics validation)
• CI/CD exposure (running automated suites as part of release gates)
• ISTQB / Cyara Certification
Weekly Hours:
40Time Type:
RegularLocation:
IND:AP:Hyderabad / Argus Bldg 4f & 5f, Sattva, Knowledge City- Adm: Argus Building, Sattva, Knowledge CityIt is the policy of AT&T to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, AT&T will provide reasonable accommodations for qualified individuals with disabilities. AT&T is a fair chance employer and does not initiate a background check until an offer is made.
Job ID R-100007 Date posted 02/10/2026
Benefits
Your needs? Met. Your wants? Considered. Take a look at our comprehensive benefits.
- Paid Time Off
- Tuition Assistance
- Medical and dental plans
- Discounts
- Training & Development
Our hiring process
Apply Now
Confirm your qualifications align with the job requirements and submit your application.
Assessments
You may be required to complete one or more assessments, depending on the role.
Interview
Get ready to put your best foot forward! More than one interview may be necessary.
Conditional Job Offer
We’ll reach out to discuss a conditional job offer and the next steps to joining the team.
Background Check
Timing is important – complete the necessary actions to proceed with onboarding.
Welcome to the Team!
Congratulations! It’s time to experience #LifeAtATT.
Check your email (and SPAM) throughout the process for important messages and next steps.
Connect today
Didn’t find what you were looking for here? Sign up for our job alerts so we can connect and share the latest.