Job Description

Ready to shape the future of work?

At Genpact, we

don't

just adapt to change--we drive it. AI and digital innovation are redefining industries, and

we're

leading the charge. Genpact's

AI Gigafactory

, our industry-first accelerator, is an example of how

we're

scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to agentic AI

, our breakthrough solutions tackle companies' most complex challenges.

If you thrive in a fast-moving, tech-driven environment, love solving real-world problems, and want to be part of a team

that's

shaping the future, this is your moment.

Genpact (NYSE: G) is an

advanced technology services and solutions company that delivers

lasting

value for leading enterprises

globally.

Through our

deep business knowledge, operational excellence, and

cutting-edge solutions - we help companies across industries get ahead and stay ahead.

Powered by curiosity, courage, and innovation

,

our teams

implement

data, technology, and AI

to

create tomorrow, today.

Get to know us at

genpact.com

and on

LinkedIn

,

X

,

YouTube

, and

Facebook

.

Inviting applications for the role of

Principal Consultant

, Tester Contact Center, AI-ML, &

GenAI

In this role, you will

be responsible for

detail-oriented lead

Tester

role for next-generation Contact Center solutions powered by AI/ML and Generative AI.

In this role, you will

be responsible for

validating

the quality, agent performance, operational efficiency, performance, and reliability of advanced conversational platforms, machine learning pipelines, and

GenAI integrations such as intelligent assistants, voice bots, Data and NLP-driven services.

Responsibilities

Design, develop, and execute

manual and automated test cases

for Contact Center platforms with AI/ML and

GenAI

integrations, IVR.

Perform

functional, regression, performance, and usability testing

for voice and chat-based AI interfaces.

Collaborate with product managers, developers, and AI/ML engineers to understand feature requirements and ensure test coverage.

Validate natural language understanding (NLU) outputs, conversational flows, speech-to-text/text-to-speech performance, and

GenAI

-driven response accuracy.

Test integrations with popular

CCaaS

platforms (e.g., Genesys, NICE, Amazon Connect, etc.).

Develop test plans for

AI training models

, including identifying edge cases and input variations.

Support UAT sessions and provide stakeholder-level QA reporting.

Use analytics tools and logs to debug and triage issues with AI-driven components.

Ensure

GenAI

outputs are contextually relevant, safe, and free of hallucinations.

Participate in test automation efforts using tools like Selenium, Postman, Python, or custom frameworks.

Monitor system performance and scalability under high-volume traffic (e.g., peak call/chat loads).

Validate AI models for

call drivers

,

call categorization

,

sentiment scoring

,

agent

behavior

predictions

, etc.

Ensure application alignment with

key Contact Center KPIs

such as:

Average Handle Time (AHT)

First Call Resolution (FCR)

Customer Satisfaction (CSAT)

Net Promoter Score (NPS)

Agent Utilization & Occupancy

Adherence and Shrinkage

Transfer Rate, Hold Time, Call Abandon Rate

Qualifications we

seek

in you!

Minimum Qualifications

hands-on

experience in software testing, preferably in

AI/ML

and

contact

center

environments.

Hands-on experience testing

IVR systems

,

voice bots

, or

omnichannel contact

center

platforms

(e.g., Genesys, NICE, Amazon Connect, Twilio Flex).

Understanding of

machine learning workflows

and basic ML model testing.

Familiarity with

Generative AI technologies

, especially prompt engineering, output validation, and context testing.

Experience with

REST APIs

,

web sockets

, and microservices testing.

Strong knowledge of

test automation tools

(e.g., Selenium, Postman, Robot Framework,

PyTest

).

Proficiency

in scripting languages (Python, JavaScript, or similar).

Knowledge of

cloud platforms

(AWS, Azure, GCP) and CI/CD pipelines.

Excellent analytical, troubleshooting, and communication skills.

Testing Fundamentals: Strong understanding of testing principles, methodologies, and test case design.

Understanding of

cloud-based data ecosystems

(AWS, Azure).

Familiarity with

Speech Analytics, IVR mapping

, and call routing logic.

Exposure to

model evaluation metrics

(precision, recall, accuracy) for

validating

AI/ML solutions.

Test automation experience using Selenium or Python (optional).

Preferred Qualifications/ Skills

Experience with

LLM evaluation frameworks

(e.g.,

LangChain

testing, RAG testing tools, OpenAI Evals).

Strong knowledge of

Contact Center processes and KPIs

.

Testing including API testing

Experience in Coding in Python

Exposure to

conversation design

,

dialogue flow

, or

intent training

.

Certifications in AI/ML or

GenAI

, cloud technologies.

Why join Genpact?

Be a transformation leader

- Work at the

cutting edge

of AI, automation, and digital innovation

Make an impact

- Drive change for global enterprises and solve business challenges that matter

Accelerate your career

- Get hands-on experience, mentorship, and continuous learning opportunities

Work with the best

- Join 140,000+ bold thinkers and problem-solvers who push boundaries every day

Thrive in a values-driven culture

- Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress

Come join the tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up.

Let's

build tomorrow together.

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race,

color

, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation.

Furthermore, please do note that Genpact does not charge fees to process job applications and applicants

are not required to

pay to

participate

in our hiring process in any other way. Examples of such

scams

include

purchasing

a 'starter kit,' paying to apply, or

purchasing

equipment or training.

JobPrincipal Consultant

Primary LocationIndia-Kolkata

ScheduleFull-time

Education LevelBachelor's / Graduation / Equivalent

Job PostingAug 8, 2025, 4:40:08 AM

Unposting DateOngoing

Master Skills ListDigital

Job CategoryFull Time