Automation Test Analyst (Contact Centre)

Join FinXL - Help Transform Enterprise IVR and Contact Centre Systems
Australian Citizenship required, or ideally NV1

FinXL Professional Services is a leading IT consultancy that partners with clients to bridge the gap between business needs and technology capabilities. Since 2003, we've been delivering high-value ICT services across government, finance, telecommunications, and enterprise sectors.

FinXL is seeking a skilled Automation Test Analyst with strong IVR and/or contact centre testing experience to support a major modernisation program. This engagement is a great opportunity to design and implement a robust automation strategy, validating systems and customer journeys across a high-volume customer platform.

Due to the nature of the work, Australian Citizenship is essential, and candidates who hold a Baseline or NV1 clearance will be highly regarded.

About the Engagement

You'll be joining a collaborative, high-performance testing team as they support the deployment of a new cloud-based contact centre solution. Your focus will be on building and executing an automation strategy to ensure a seamless end-to-end customer experience across voice, IVR, CRM, and digital channels.

Key Responsibilities

• Design, develop, and maintain robust automated test scripts for IVR flows, ACD, CRM, WFM, and call routing logic.

• Build and enhance the test automation framework to ensure it is scalable and maintainable.

• Automate the validation of integrations across systems (e.g., databases, chatbots, portals).

• Conduct automated omnichannel testing across voice, SMS, chat, and email channels.

• Integrate automated tests into the CI/CD pipeline to enable continuous testing.

• Analyse automated test results, report on automation coverage, and work closely with vendors and delivery teams to resolve defects.

• Support User Acceptance Testing (UAT) with business stakeholders.

• Ensure systems meet compliance and security standards (e.g., PCI DSS).

Skills & Experience Required

• Proven experience as an Automation Test Analyst within complex contact centre platforms (IVR, voice, CRM, etc.).

• Strong, hands-on experience with test automation tools and frameworks (e.g., Cyara, Selenium, Playwright, or similar).

• Proficiency in a scripting language such as Python, Java, or JavaScript.

• Exposure to Genesys, or other enterprise CCaaS platforms is highly desirable.

• Familiarity with VoIP, network routing, and customer engagement platforms.

• Excellent stakeholder engagement and documentation skills.

• Baseline or NV1 clearance preferred; Australian Citizenship required.

Why Join FinXL?

At FinXL, we connect Australia's best digital consultants with major enterprise clients. With over 1,200 active consultants, we offer meaningful engagements, consistent support, and the flexibility to grow your career. Since 2003, we've partnered with government, telco, finance, and energy clients to deliver complex programs that make a difference.

Apply Now

Apply via SEEK or reach out to your FinXL consultant for more details.

We will do our best to contact all applicants, however only shortlisted candidates may be contacted directly.