QA Specialist

Quality Analyst Specialist
Location: Remote
EDCi provides infrastructure and call center technology services and solutions to clients throughout Wisconsin and the Midwest. Through our partnership and certifications with leading technology providers including Citrix, Cisco, Interactive Intelligence, Genesys, IBM and Microsoft, our customers receive the highest quality of product and service the industry has to offer.
EDCi is seeking a highly skilled and detail-oriented QA Specialist to join our Customer Experience team. As a QA Specialist, you will play a crucial role in ensuring the quality of our implementations and integrations. The role involves creating and implementing QA processes, ensuring the highest level of quality in our contact center solutions, and contributing to the efficiency and effectiveness of our integrations. This is an opportunity to help build and shape a QA team, drive process improvements, develop and execute test cases and contribute to the efficiency and effectiveness of our implementations.
Come join a high-performance team! At EDCi, we are more than just technologists. We are a team passionate about the work we do and a family dedicated to building on our strengths and improving our challenges both individually and collectively. EDCi is an organization that takes pride in recognizing balance and the importance of family. If you’re a talented professional looking to help lead a cutting-edge growing company and seek a flexible, family-oriented work environment, we want to talk to you! 
When you join the EDCi team, you’ll receive many perks, such as:

• Remote work from home
• Paid holidays, vacation and sick time
• Bring Your Own PC Policy
• Cell phone reimbursement
• Casual dress
• Funded training and certifications
• Health, dental & vision insurance
• 401K match

And much more!
RESPONSIBILITIES:
Quality Assurance & Testing:

• Develop and perform comprehensive quality testing on contact center integrations, simulating real customer interactions to ensure end-user satisfaction
• Develop and execute test cases, document results, and track defects to resolution
• Apply an analytical mindset to identify potential issues before they impact the customer experience
• Define and document user procedures, manuals and workflows

Process Development & Efficiency Creation:

• Lead the creation and implementation of QA processes, ensuring they are scalable and efficient
• Manage and track the status of requirements throughout the project lifecycle
• Create and build a QA team to ensure implementation and integration builds
• Make recommendations of effectiveness and efficiency for existing requirements, gathering processes and develop strategies for enhancing or further leveraging these processes
• Develop a strong understanding of the products that EDCi leverages in our product/services portfolio

ESSENTIAL SKILLS AND QUALIFICATIONS:

• Strong analytical, communication and problem solving skills are required
• Proven experience with business and technical requirements analysis, modeling, verification, and methodology development
• Genesys Cloud Architect Experience, particularly in building call flow
• Genesys Cloud Administrator Experience, specifically managing contact center setups
• Experience with development and implementation of software solutions, systems, or products
• Ability to create systematic and consistent requirements specifications in both technical and user-friendly language
• Strong attention to detail and the ability to solve complex problems
• Experience with testing procedures and platforms such as Azure Dev Ops
• Highly proficient in Microsoft Excel, with the ability to create complex data models and reports
• Experience with SharePoint for document management and collaboration
• Proficiency in Visio for process mapping and diagramming
• Familiarity with Workforce Management (WFM) tools and processes
• Experience in telephony and understanding of phone systems integrations