Perform end-to-end testing of MS Dynamics CRM modules, workflows, and integrations.
Execute test scenarios for contact center applications, IVR flows, call routing, and customer interaction workflows.
Validate integration between CRM systems, telephony platforms, and backend services.
Design and execute automated test scripts using Cyara and Empirix Hammer.
Perform regression, load, and performance testing for contact center systems.
Analyze automated test results and identify root causes for failures.
Create test plans, test cases, and test execution reports.
Ensure comprehensive coverage for voice channels, chat, email, and CRM functionalities.
Maintain detailed issue logs and work closely with development & product teams for resolutions.
Ensure adherence to QA processes, standards, and best practices.
Participate in requirement analysis sessions and provide test effort estimations.
Support UAT cycles and provide technical insights to business teams.

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
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. (Good-to-Have)
Exposure to automation frameworks or scripting for QA. (Good-to-Have)
Knowledge of Agile/Scrum methodologies. (Good-to-Have)

MS Dynamics, Contact Center Testing

Key skills