Senior Voice QA Analyst [T500-24405]

About Ferguson:

Since 1953, Ferguson has been a source of quality supplies for a variety of industries. Together We Build Better infrastructure, better homes and better businesses. We exist to make our customers complex projects simple, successful, and sustainable. We proactively solve problems, adapt and grow to continuously serve our customers, communities and each other. Ferguson is proud to provide best-in-class products, service and capabilities across the following industries: Commercial/Mechanical, Facilities Supply, Fire and Fabrication, HVAC, Industrial, Residential Trade, Residential Building and Remodel, Waterworks and Residential Digital Commerce. Ferguson has approximately 36,000 associates across 1,700 locations. Ferguson is a community of proud associates who operate with the shared purpose of building something meaningful. You will build a career that you are proud of, at a company you can believe in.

Voice Quality Assurance (QA) Analyst Genesys Cloud

Role Summary:

The Voice QA Analyst ensures the quality, reliability, and operational integrity of enterprise voice routing, call flows, integrations, and end user configurations. This role focuses heavily on Genesys Cloud routing and configuration validation, while also supporting CRM integrations, endpoint behavior, and agent workstation readiness.

Key Responsibilities:

• Validate and test Genesys Cloud routing, queues, call flows, and configurations prior to production release.
• Execute functional and regression testing for voice changes, platform updates, and integration enhancements.
• Verify Salesforce and related CRM integrations for correct call handling, screen pop behavior, and data capture.
• Test and validate agent environments including headsets, PC configurations, softphone behavior, and audio quality.
• Identify, document, and track defects; partner with engineering teams to drive resolution.
• Develop and maintain QA test plans, test cases, and validation standards specific to voice systems.
• Participate in release readiness reviews and post deployment validation.
• Support incident triage by reproducing issues and confirming fixes.

Required Skills & Experience:

• Strong understanding of enterprise voice routing concepts and contact center operations.
• Hands on experience with Genesys Cloud CX configuration and testing.
• Working knowledge of CRM integrations, especially Salesforce.
• Familiarity with endpoint and audio troubleshooting (headsets, PCs, soft clients).
• Strong documentation and communication skills.

Preferred Qualifications:

• Experience testing cloud-based contact center or UCaaS platforms.
• Exposure to automation assisted testing frameworks.