Five9 Manual Test Engineer

Purple Drive

Phoenix, AZ

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JOB DETAILS

SKILLS

Agile Programming Methodologies, Analysis Skills, Atlassian JIRA, Automatic Call Distributor (ACD), Avaya Software, Bug Tracking/Defect Management, Call Center Evaluation, Call Center Telephony, Call Centers, Call Routing, Cisco Network Systems, Cloud Computing, Communication Skills, Computer Science, Computer Telephony Integration (CTI), Customer Relationship Management (CRM), Failover, Functional Testing, Genesys Solutions, Information Technology & Information Systems, Integration Testing, Multiplatform/Cross-Platform, Problem Solving Skills, Regression Testing, SIP (Session Initiation Protocol), Scrum Project Management and Software Development, Software Testing, Sprint Planning, Standup Meetings, Telephone Skills, Telephony, Test Case, Test Plan/Schedule, Test Tools, Testing, Traceability, Use Cases, VoIP (Voice over IP), Voice Response Systems

LOCATION

Phoenix, AZ

POSTED

3 days ago

Overview:

Job Title: Five9 Manual Test Engineer

Location: Onsite - Phoenix, AZ / Raleigh, NC | Remote

Experience Required: 6-8 Years

Employment Type: Contract

Role Overview

We are seeking an experienced Five9 Manual Test Engineer to validate and ensure the quality of contact center and telephony solutions in enterprise environments. This role focuses on manual testing across IVR, ACD, CTI, CRM, and omnichannel platforms, with strong exposure to cloud contact center technologies.

The ideal candidate brings deep domain knowledge in Five9 and related CCaaS platforms, excellent analytical skills, and experience working within Agile/Scrum teams.

Key Responsibilities

Manual Testing - Contact Center Platforms

Perform manual functional, regression, and integration testing for contact center and telephony solutions.
Validate end-to-end call flows across IVR, ACD, CTI, CRM, and omnichannel use cases.
Test inbound/outbound call scenarios, routing logic, queues, skills, and agent workflows.

Platform & Telephony Validation

Execute testing across platforms such as Five9, Amazon Connect, Genesys, Avaya, and Cisco.
Validate SIP, VoIP, call routing, call transfers, conferencing, and failover scenarios.

Test Management & Defect Tracking

Create and execute test cases using TestRail, Zephyr, or similar test management tools.
Log, track, and manage defects using Jira.
Collaborate with developers, product owners, and platform teams to resolve issues.

Agile Collaboration

Participate in Agile/Scrum ceremonies including sprint planning, stand-ups, and retrospectives.
Review requirements and user stories to ensure test coverage and traceability.

Required Skills & Qualifications

Bachelor's degree in Computer Science, Information Technology, or equivalent practical experience.
5+ years of manual testing experience in Five9 or contact center / telephony environments.
Strong understanding of IVR, ACD, CTI, CRM, and omnichannel contact center platforms.
Solid knowledge of SIP, VoIP, and call routing concepts.
Hands-on experience with test management tools (TestRail, Zephyr).
Experience with defect tracking tools (Jira).
Excellent analytical, problem-solving, and communication skills.
Ability to work effectively in Agile/Scrum environments.

Essential Skills

Manual Testing (Contact Center / Telephony)
Five9 Platform Testing
IVR / ACD / CTI / CRM
SIP & VoIP Concepts
TestRail / Zephyr
Jira
Agile / Scrum

Desirable Skills

Experience testing cloud-based contact center (CCaaS) platforms
Exposure to Amazon Connect, Genesys Engage, Avaya Aura
Experience working in distributed or remote teams

About the Company

Purple Drive

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