# MS Dynamics & Contact Center Testing

**Company**: Capgemini
**Location**: Pune
**Work arrangement**: hybrid
**Experience**: mid
**Job type**: full-time
**Category**: Engineering
**Industry**: Technology
**Wikidata**: https://www.wikidata.org/wiki/Q1034621

**Apply**: https://jobs.workable.com/view/oGkkN3XUjosrjzFz14X6dr/hybrid-ms-dynamics-%26-contact-center-testing-in-pune-at-capgemini
**Canonical**: https://yubhub.co/jobs/job_63a9ecea-6b9

## Description

We are looking for an experienced Software Engineer with strong expertise in MS Dynamics, Contact Center application testing, and hands-on experience with Cyara and Empirix Hammer tools. The ideal candidate will be responsible for validating end-to-end contact center solutions, ensuring stability, performance, and quality of CRM and telephony systems.

The successful candidate will perform end-to-end testing of MS Dynamics CRM modules, workflows, and integrations. They will execute test scenarios for contact center applications, IVR flows, call routing, and customer interaction workflows. Additionally, they will validate integration between CRM systems, telephony platforms, and backend services.

The candidate will also design and execute automated test scripts using Cyara and Empirix Hammer. They will perform regression, load, and performance testing for contact center systems. Furthermore, they will analyze automated test results and identify root causes for failures.

The role requires creating test plans, test cases, and test execution reports. The candidate will ensure comprehensive coverage for voice channels, chat, email, and CRM functionalities. They will maintain detailed issue logs and work closely with development & product teams for resolutions.

The ideal candidate should have strong knowledge of MS Dynamics CRM testing (Functional/Integration). They should have contact center testing experience covering IVR, call routing, CTI, SIP, and agent desktops. Hands-on experience with Cyara and Empirix Hammer is required. Good understanding of telephony systems, call flows, and communication protocols is necessary. Strong analytical, debugging, and defect management skills are essential.

## Skills

### Required
- MS Dynamics CRM testing
- Contact Center testing
- Cyara
- Empirix Hammer
- Telephony systems
- Call flows
- Communication protocols

### Nice to have
- CRM testing
- Automation frameworks
- Scripting for QA
- Agile/Scrum methodologies