Five9 Manual Test Engineer

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

Technical Skills

Five9 | Amazon Connect | Genesys Engage | Avaya Aura | IVR | ACD | CTI | SIP | VoIP | TestRail | Zephyr | Jira | Agile Testing