Automation Test Analyst (Contact Centre)
Overview
FinXL IT Professional Services is a leading IT solutions organisation providing a broad range of services to assist large Australian enterprises and Government departments to deliver IT projects.
We're seeking a skilled Automation Test Analyst with strong IVR and/or contact centre experience and mandatory Australian Citizenship to support a major modernisation program. This engagement is a great opportunity to design and implement a robust automation strategy, validating systems and customer journeys across a high-volume customer platform.
About the Engagement
You'll be joining a collaborative, high-performance testing team as they support the deployment of a new cloud-based contact centre solution. Your focus will be on building and executing an automation strategy to ensure a seamless end-to-end customer experience across voice, IVR, CRM, and digital channels.
Key Responsibilities
* Design, develop, and maintain robust automated test scripts for IVR flows, and call routing logic.
* Build and enhance the test automation framework to ensure it is scalable and maintainable.
* Automate the validation of integrations across systems (e.g., databases, chatbots, portals).
* Conduct automated omnichannel testing across voice, SMS, chat, and email channels.
* Integrate automated tests into the CI/CD pipeline to enable continuous testing.
* Analyse automated test results, report on automation coverage, and work closely with vendors and delivery teams to resolve defects.
* Support User Acceptance Testing (UAT) with business stakeholders.
* Ensure systems meet compliance and security standards (e.g., PCI DSS).
Skills & Experience Required
* Proven experience as an Automation Test Analyst within complex contact centre platforms (IVR, voice, CRM, etc.).
* Strong, hands-on experience with test automation tools and frameworks (e.g., Cyara, Selenium, Playwright, or similar).
* Proficiency in a scripting language such as Python, Java, or JavaScript.
* Exposure to Genesys, or other enterprise CCaaS platforms is highly desirable.
* Familiarity with VoIP, network routing, and customer engagement platforms.
* Excellent stakeholder engagement and documentation skills.
* Baseline or NV1 clearance preferred; Australian Citizenship required.
Apply Now (M12)