Join FinXL - Help Transform Enterprise IVR and Contact Centre Systems

FinXL Professional Services is a trusted consultancy partnering with enterprise clients across Australia to deliver impactful technology solutions. We're seeking a skilled Contact Centre Test Analyst with strong IVR and contact centre testing experience to support a major modernisation program. This engagement is a great opportunity to work at scale, 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 NICE contact centre solution. Your focus will be ensuring seamless end-to-end experience across voice, IVR, CRM, and digital channels.

Key Responsibilities

• Perform detailed testing of IVR flows, ACD, CRM, WFM, and call routing logic

• Validate integrations across systems (e.g., databases, chatbots, portals)

• Conduct omnichannel testing: voice, SMS, chat, email, social media

• Simulate real-world customer journeys and performance stress testing

• Perform quality assurance around voice quality and connection stability

• Identify and report bugs; work closely with vendors and delivery teams

• Support User Acceptance Testing (UAT) alongside business stakeholders

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

Skills & Experience Required

• Proven experience testing contact centre platforms (IVR, voice, CRM, etc.)

• Exposure to NICE, Genesys, or other enterprise CCaaS platforms ideal

• Knowledge of test automation and performance tools (e.g., JIRA, LoadRunner)

• 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.

Visit us at www.finxl.com.au