Software Engineer - MS Dynamics CRM and Contact Center Testing

MS Dynamics & Contact Center Testing

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.

Key Responsibilities

1. Functional & Integration Testing

Perform end-to-end testing of MS Dynamics CRM modules, workflows, and integrations.

• Execute test scenarios for contact center applications, IVR flows, call routing, and customer interaction workflows.
• Validate integration between CRM systems, telephony platforms, and backend services.

2. Automation & Tool-Based Testing

Design and execute automated test scripts using Cyara and Empirix Hammer.

• Perform regression, load, and performance testing for contact center systems.
• Analyze automated test results and identify root causes for failures.

3. Test Planning & Documentation

Create test plans, test cases, and test execution reports.

• Ensure comprehensive coverage for voice channels, chat, email, and CRM functionalities.
• Maintain detailed issue logs and work closely with development & product teams for resolutions.

4. Quality Assurance & Process Compliance

Ensure adherence to QA processes, standards, and best practices.

• Participate in requirement analysis sessions and provide test effort estimations.
• Support UAT cycles and provide technical insights to business teams.

Requirements

Required Skills & Experience

✅ Must-Have Skills

• Strong knowledge of MS Dynamics CRM testing (Functional/Integration).
• Contact Center testing experience covering IVR, call routing, CTI, SIP, and agent desktops.
• Hands-on experience with:
• Cyara
• Empirix Hammer
• Good understanding of telephony systems, call flows, and communication protocols.
• Strong analytical, debugging, and defect management skills.

✅ Good-to-Have Skills

• Experience in CRM testing beyond MS Dynamics.
• Exposure to automation frameworks or scripting for QA.
• Knowledge of Agile/Scrum methodologies.

Benefits

Competitive compensation and benefits package:

1. Competitive salary and performance-based bonuses
2. Comprehensive benefits package
3. Career development and training opportunities
4. Flexible work arrangements (remote and/or office-based)
5. Dynamic and inclusive work culture within a globally renowned group
6. Private Health Insurance
7. Pension Plan
8. Paid Time Off
9. Training & Development

Note: Benefits differ based on employee level.

About Capgemini

Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of over 340,000 team members in more than 50 countries. With its strong 55-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group €22.5 billion in revenues in 2023.

https://www.capgemini.com/us-en/about-us/who-we-are/

Experience Level

Mid Level