Contact Centre Test Analyst
We are seeking a skilled Contact Centre Test Analyst with strong IVR and contact centre testing experience to support a major modernisation program.
* Perform detailed testing of IVR flows, ACD, CRM, WFM, and call routing logic
* Validate integrations across systems (e.g., databases, chatbots, portals)
* Conduct omnichannel testing: voice, SMS, chat, email, social media
* Simulate real-world customer journeys and performance stress testing
* Perform quality assurance around voice quality and connection stability
* Identify and report bugs; work closely with vendors and delivery teams
* Support User Acceptance Testing (UAT) alongside business stakeholders
* Ensure systems meet compliance and security standards (e.g., PCI DSS)
Key Requirements:
* Proven experience testing contact centre platforms (IVR, voice, CRM, etc.)
* Exposure to NICE, Genesys, or other enterprise CCaaS platforms ideal
* Knowledge of test automation and performance tools (e.g., JIRA, LoadRunner)
* Familiarity with VoIP, network routing, and customer engagement platforms
* Excellent stakeholder engagement and documentation skills
* Baseline or NV1 clearance preferred; Australian Citizenship required
About the Opportunity:
This is a great opportunity to work at scale, validating systems and customer journeys across a high-volume customer platform.
Why FinXL:
We connect Australia's best digital consultants with major enterprise clients. With over 1,200 active consultants, we offer meaningful engagements, consistent support, and the flexibility to grow your career.