Application Tech Support Practitioner

 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 Summary:We 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 Testing?¢Oversee 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 Testing?¢Drive 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 & Mentorship?¢Lead, 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 Engagement?¢Collaborate 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 & Experience?¢10+ 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 domain?¢Expertise 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 Technology?¢Experience 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