Job
Description
About The Role
Project Role Application Tech Support Practitioner
Project Role Description Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge.
Must have skills Automation Integration
Good to have skills NA
Minimum 5 year(s) of experience is required
Educational Qualification 15 years full time education
Job SummaryWe are seeking a Team Lead QA Automation with 6-8 years of experience in automation testing for IVR and Contact Center solutions. The ideal candidate will have hands-on experience with automation frameworks, tools, and processes, along with practical knowledge of Cloud Contact Center platforms like Amazon Connect, Genesys Cloud CX, or NICE CXOne.This role focuses on executing automated testing strategies, mentoring junior testers, and ensuring high-quality delivery of contact center transformation projects. Key Responsibilities:QA Automation & Testing
Develop, execute, and maintain automated test scripts for IVR, Chatbot, WFM, Agent Desktop, and Contact Center applications.Perform end-to-end IVR testing, including call initiation to agent transfer, ID&V, payments, and Speech IVR scenarios.Analyze IVR call flows and business requirements to design robust automated test cases.Validate agent toolbar functionality and CRM/ERP integrations.Ensure regression and functional automation test coverage for Cloud Contact Center platforms.Automation Tools & Performance TestingUse tools such as Cyara, Selenium, or custom automation frameworks for testing.Participate in stress/load testing using Hammer or Cruncher.Contribute to test reporting and dashboards to track automation coverage and QA health.Team Collaboration & MentorshipSupport senior QA leads and mentor junior QA engineers on automation best practices.Collaborate with delivery teams, developers, and architects to ensure QA aligns with project requirements.Participate in knowledge sharing and process improvement initiatives within the QA team.Stakeholder EngagementCommunicate test progress, issues, and results to senior QA leads and project stakeholders.Support QA planning meetings, risk assessments, and defect triage activities. Required Skills & Experience:5+ years of QA experience, with hands-on automation testing for IVR/Contact Center platforms.Experience with Cyara or similar IVR automation tools.Knowledge of Cloud Contact Center platforms Amazon Connect, Genesys Cloud, NICE CXOne.Hands-on experience in manual and automated testing, CI/CD integration, and automation frameworks.Experience in security & compliance testing and knowledge specific to contact center domainExpertise in IVR testing, Speech IVR, and agent desktop validation.Exposure to stress/load testing using Hammer or Cruncher is a plus.Good communication, problem-solving, and team collaboration skills. Preferred
Qualifications:Engineering or equivalent degree in Computer Science or Information TechnologyExperience with AWS/Amazon Connect automation frameworks.Familiarity with API testing tools (Postman, SoapUI, REST/SOAP integrations).Exposure to Agile/DevOps delivery environments, including CI/CD pipelines.Domain experience in Banking or enterprise CX/Contact Center projects.QA certifications such as ISTQB or Automation certifications are a plus.
Qualification 15 years full time education
