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 7.5 year(s) of experience is required

Educational Qualification :15 years full time education
Job Summary:We are seeking an Assistant Manager ?? QA Automation with 8-10 years of experience in automation testing for Contact Center solutions. The ideal candidate will have strong expertise in QA automation frameworks, tools, and processes, combined with hands-on experience with Cloud Contact Center platforms like Amazon Connect, Genesys Cloud, or NICE CXOne.This role focuses on designing and executing automated test strategies, supporting end-to-end QA delivery, and contributing to the mentoring and development of junior testers on the team. Key Responsibilities:QA Automation & Testing?¢Assist in defining and implementing automation testing strategy for IVR, Chatbot, WFM, Agent Desktop, and Contact Center applications.?¢Develop, execute, and maintain automated test scripts and frameworks under guidance from senior QA leads.?¢Ensure regression and functional test coverage for Cloud Contact Center platforms.?¢Analyze IVR call flows, business requirements, and workflows to design robust automated test cases.?¢Conduct end-to-end IVR testing, including call initiation to agent transfer, ID&V, payments, and speech IVR scenarios.?¢Validate agent toolbar functionality and integrations with CRM/ERP systems.Automation Tools & Performance Testing?¢Execute automation using tools such as Cyara, Selenium, or custom frameworks, integrated with CI/CD pipelines.?¢Assist with stress/load testing using Hammer or Cruncher.?¢Maintain metrics-driven dashboards and reporting for automation coverage and QA health.Team Collaboration & Mentorship?¢Support senior QA leads in mentoring junior QA engineers and promoting best practices in testing and automation.?¢Collaborate with delivery teams, architects, and developers to ensure QA aligns with project requirements and quality standards.?¢Contribute to knowledge sharing, skill-building, and process improvements within the QA team.Stakeholder Engagement?¢Participate in QA planning meetings, status reporting, and risk assessments.?¢Support communication with clients and internal stakeholders regarding test progress, issues, and quality metrics. Required Skills & Experience:?¢8+ years of QA experience, with hands-on experience in automation testing for IVR and Contact Center platforms.?¢Experience with Cyara or similar IVR automation tools.?¢Experience in QA Automation using Python Scripting.?¢Knowledge of Cloud Contact Center platforms ?? Amazon Connect, Genesys, NICE CXOne.?¢Solid experience in manual and automated testing, CI/CD integration, and 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 Hammer or Cruncher is a plus.?¢Strong problem-solving, communication, and team collaboration skills. Preferred
Qualifications:?¢Engineering or equivalent degree in Computer Science or Information Technology?¢Exposure to AWS/Amazon Connect automation frameworks.?¢Familiarity with API testing tools (Postman, SoapUI, REST/SOAP integrations).?¢Experience working in Agile and DevOps environments, 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