About FergusonFerguson is the largest value-added distributor serving the specialized professional in the residential and non-residential North American construction market. We help make our customers’ complex projects simple, successful and sustainable by providing expertise and a wide range of products and services from plumbing, HVAC, appliances, and lighting solutions to pipe, valves and fittings, water and wastewater solutions, and more. Headquartered in Newport News, Virginia, Ferguson has sales of $29.6 billion (fiscal year ’24) and approximately 35,000 associates in nearly 1,800 locations.ANSR is the market leader in enabling organizations to build, manage and scale global teams through Global Capability Centers (GCCs). ANSR’s full-stack GCC platform, comprising end-to-end Al- enabled products and services, is trusted by the world’s best companies to help them set up, manage, and run their high-impact technology centers. Since its inception, ANSR has established over 125 GCCs, aggregating to over 125k enterprise talent, with over $2B in investment and using over 12M sq ft of workspace.Visit ansr.com for more information.Job DescriptionVoice Quality Assurance (QA) Analyst Genesys CloudRole Summary:The Voice QA Analyst ensures the quality, reliability, and operational integrity of enterprise voice routing, call flows, integrations, and end user configurations. This role focuses heavily on Genesys Cloud routing and configuration validation, while also supporting CRM integrations, endpoint behavior, and agent workstation readiness.Key Responsibilities:
- Validate and test Genesys Cloud routing, queues, call flows, and configurations prior to production release.
- Execute functional and regression testing for voice changes, platform updates, and integration enhancements.
- Verify Salesforce and related CRM integrations for correct call handling, screen pop behavior, and data capture.
- Test and validate agent environments including headsets, PC configurations, softphone behavior, and audio quality.
- Identify, document, and track defects; partner with engineering teams to drive resolution.
- Develop and maintain QA test plans, test cases, and validation standards specific to voice systems.
- Participate in release readiness reviews and post deployment validation.
- Support incident triage by reproducing issues and confirming fixes.
Required Skills & Experience:
- Strong understanding of enterprise voice routing concepts and contact center operations.
- Hands on experience with Genesys Cloud CX configuration and testing.
- Working knowledge of CRM integrations, especially Salesforce.
- Familiarity with endpoint and audio troubleshooting (headsets, PCs, soft clients).
- Strong documentation and communication skills.
Preferred Qualifications:
- Experience testing cloud-based contact center or UCaaS platforms.
- Exposure to automation assisted testing frameworks.
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