The responsibilities of this role include:

• Performing end-to-end testing of MS Dynamics CRM modules, workflows, and integrations.
• Executing test scenarios for contact center applications, IVR flows, call routing, and customer interaction workflows.
• Validating integration between CRM systems, telephony platforms, and backend services.
• Designing and executing automated test scripts using Cyara and Empirix Hammer.
• Performing regression, load, and performance testing for contact center systems.
• Analyzing automated test results and identifying root causes for failures.
• Creating test plans, test cases, and test execution reports.
• Ensuring comprehensive coverage for voice channels, chat, email, and CRM functionalities.
• Maintaining detailed issue logs and working closely with development & product teams for resolutions.

The ideal candidate should have:

• Strong knowledge of MS Dynamics CRM testing (Functional/Integration).
• Contact Center testing experience covering IVR, call routing, CTI, SIP, and agent desktops.
• Hands-on experience with Cyara and Empirix Hammer.
• Good understanding of telephony systems, call flows, and communication protocols.
• Strong analytical, debugging, and defect management skills.

Experience in CRM testing beyond MS Dynamics, exposure to automation frameworks or scripting for QA, and knowledge of Agile/Scrum methodologies are good-to-have skills.

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