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 12 year(s) of experience is required
Educational Qualification 15 years full time education
Job SummaryWe are seeking an experienced Testing Manager QA Automation with 12+ years of experience in leading automation testing teams for Contact Center solutions. The ideal candidate will have strong expertise in QA automation frameworks, tools, and processes, combined with hands-on knowledge of Cloud Contact Center platforms like Amazon Connect, Genesys Cloud CX, or NICE CXOne.This role focuses on driving QA automation initiatives, managing end-to-end QA delivery, and mentoring a team of testers to ensure high-quality implementation of contact center transformations, particularly in Banking or enterprise domains. Key Responsibilities:QA Automation Strategy & Leadership
Define and implement automation testing strategy for IVR, Chat-Bot, WFM, Agent Desktop and contact center applications.Lead a team of QA engineers in developing, executing, and maintaining automated test scripts and frameworks.Introduce best practices in automation, CI/CD integration, and testing governance.Collaborate with architects, developers, and business analysts to ensure automation aligns with project requirements and quality standards.IVR & Contact Center TestingOversee end-to-end IVR testing, from call initiation to agent transfer, including ID&V, Payments and Speech IVR scenarios.Ensure automated regression and functional test coverage for Cloud Contact Center platforms.Analyze IVR call flows and business requirements to design robust automated test cases.Validate agent toolbar functionality and integrations with CRM/ERP systems.Automation Tools & Performance TestingDrive automation using tools such as Cyara, Selenium, or custom frameworks, integrated with CI/CD pipelines.Experience in Automation using Python Scripting.Plan and supervise stress/load testing using tools like Hammer or Cruncher.Implement metrics-driven test reporting and dashboards for automation coverage and quality health.Team Management & MentorshipLead, mentor, and grow a high-performing QA automation team across multiple projects.Foster a culture of quality, collaboration, and continuous improvement within the team.Conduct knowledge sharing, skill-building, and process improvement initiatives for team members.Stakeholder EngagementCollaborate with delivery managers, architects, and client stakeholders to define QA scope and automation strategy.Provide regular updates, status reports, and risk assessments to ensure delivery excellence.Act as a trusted advisor on QA and automation best practices in Cloud Contact Center projects. Required Skills & Experience10+ years of QA experience, with hands-on experience in automation testing for IVR and Contact Center platforms.Strong experience with Cyara or similar IVR automation tools.Solid knowledge of Cloud Contact Center platforms Amazon Connect, Genesys Cloud, NICE CXOne.Experience in manual and automated testing, CI/CD integration, and test automation frameworks.Experience in security & compliance testing & knowledge specific to contact center domainExpertise in IVR testing, Speech IVR, and agent desktop validation.Experience in stress/load testing using tools like Hammer or Cruncher.Strong team management and leadership skills with experience leading QA/automation teams.Excellent problem-solving, communication, and stakeholder management skills. Preferred
Qualifications:Engineering or equivalent degree in Computer Science or Information TechnologyExperience with AWS/Amazon Connect automation frameworks.Familiarity with API testing and automation (Postman, SoapUI, REST/SOAP integrations).Exposure to Agile and DevOps delivery models, including CI/CD pipelines.Domain experience in Banking or large enterprise CX/Contact Center projects.QA certifications such as ISTQB Advanced / Automation certifications are a plus.
Qualification 15 years full time education
