Job Description

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 o Define and implement automation testing strategy for IVR, Chat-Bot, WFM, Agent Desktop and contact center applications. o Lead a team of QA engineers in developing, executing, and maintaining automated test scripts and frameworks. o Introduce best practices in automation, CI/CD integration, and testing governance. o Collaborate with architects, developers, and business analysts to ensure automation aligns with project requirements and quality standards. IVR & Contact Center Testing o Oversee end-to-end IVR testing, from call initiation to agent transfer, including ID&V, Payments and Speech IVR scenarios. o Ensure automated regression and functional test coverage for Cloud Contact Center platforms. o Analyze IVR call flows and business requirements to design robust automated test cases. o Validate agent toolbar functionality and integrations with CRM/ERP systems. Automation Tools & Performance Testing o Drive automation using tools such as Cyara, Selenium, or custom frameworks, integrated with CI/CD pipelines. o Experience in Automation using Python Scripting. o Plan and supervise stress/load testing using tools like Hammer or Cruncher. o Implement metrics-driven test reporting and dashboards for automation coverage and quality health. Team Management & Mentorship o Lead, mentor, and grow a high-performing QA automation team across multiple projects. o Foster a culture of quality, collaboration, and continuous improvement within the team. o Conduct knowledge sharing, skill-building, and process improvement initiatives for team members. Stakeholder Engagement o Collaborate with delivery managers, architects, and client stakeholders to define QA scope and automation strategy. o Provide regular updates, status reports, and risk assessments to ensure delivery excellence. o Act as a trusted advisor on QA and automation best practices in Cloud Contact Center projects. Required Skills & Experience o 10+ years of QA experience, with hands-on experience in automation testing for IVR and Contact Center platforms. o Strong experience with Cyara or similar IVR automation tools. o Solid knowledge of Cloud Contact Center platforms - Amazon Connect, Genesys Cloud, NICE CXOne. o Experience in manual and automated testing, CI/CD integration, and test automation frameworks. o Experience in security & compliance testing & knowledge specific to contact center domain o Expertise in IVR testing, Speech IVR, and agent desktop validation. o Experience in stress/load testing using tools like Hammer or Cruncher. o Strong team management and leadership skills with experience leading QA/automation teams. o Excellent problem-solving, communication, and stakeholder management skills. Preferred Qualifications: o Engineering or equivalent degree in Computer Science or Information Technology o Experience with AWS/Amazon Connect automation frameworks. o Familiarity with API testing and automation (Postman, SoapUI, REST/SOAP integrations). o Exposure to Agile and DevOps delivery models, including CI/CD pipelines. o Domain experience in Banking or large enterprise CX/Contact Center projects. o QA certifications such as ISTQB Advanced / Automation certifications are a plus.




15 years full time education