NTT DATA · 12 hours ago
Genysys Cloud QA Automation Engineer
United States
Full-time
Remote
Senior Level
5+ years expNTT DATA is seeking two experienced QA Automation Engineers/Test Analysts to support the transition of their contact center Voice channel to an AI-driven ecosystem within Genesys Cloud. The role focuses on testing and quality assurance of AI-enabled call flows, virtual agents, and overall call management workflows.
Application Performance ManagementCloud ManagementEnterprise SoftwareInformation Technology
Responsibilities
Test natural language call flows by calling into systems and executing defined and exploratory test scenarios
Design and execute test cases for NLU models, including intent recognition, utterance variation, confidence thresholds, and fallback behavior
Validate end to end AI enabled call flows, including complex branching logic and proper handoff from virtual agents to live agents
Perform testing across voice and chat channels where workflows overlap
Ensure call flows and virtual agents meet documented business and functional requirements
Identify defects, failure modes, and quality gaps, and clearly document findings
Monitor NLU accuracy and routing effectiveness (targeting approximately 80% or better intent recognition)
Test safety and compliance scenarios such as privacy handling and special case or emergency routing
Validate integrations with backend systems such as CRM and other enterprise platforms to ensure correct data exchange and personalization
Qualification
Required
Bachelor's degree required
5+ years of QA, testing, or quality engineering experience (flexible for strong candidates)
Experience with Genesys Cloud, including Architect and Dialog Engine, required
Experience with other contact center platforms (e.g., NICE, Five9, Amazon Connect, Avaya) is acceptable if skills are transferable
Hands on experience testing natural language call flows, virtual agents, or conversational AI solutions
Strong understanding of test planning, execution, and defect tracking
Ability to work independently with minimal guidance and quickly ramp into existing systems
Comfortable working independently for extended periods while executing assigned test scenarios
Able to collaborate with developers, product managers, and other stakeholders as needed
Detail oriented with a strong focus on quality and accuracy
Clear communicator when documenting issues and test results
Adaptable in a fast moving, evolving environment
Preferred
Prior involvement in a natural language or virtual agent implementation is a strong plus
Automation experience is a plus
Company
NTT DATA
NTT Data specializes in SAP services for enterprises and offers IT consultation, application and cloud management, and SAP implementation.
10001+ employees
H1B Sponsorship
NTT DATA has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (144)
2024 (182)
2023 (257)
2022 (871)
2021 (809)
2020 (1266)
Funding
Current Stage
Late StageLeadership Team
Kumar Srinivas
CTO, Health Plans
George Warman
Vice President - CFO Enterprise Services
Recent News
2025-10-06
2025-10-06
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