Job Description

Project Role :

Quality Engineering Architect (Test Arch

Project Role Description :

Develop end-to-end testing architectures using new and innovative testing products and solutions. Provide technical leadership and strategic direction in quality engineering.

Must have skills :

Cloud Contact Center Implementation

Good to have skills :

NA

Minimum

7.5

year(s) of experience is required

Educational Qualification :

15 years full time education



Summary: We are looking for a highly capable experienced QA professional with a specialization in Contact Centre Testing (Genesys, Avaya, Amazon Connect, Sprinklr, etc.), capable of leading testing efforts. The role requires hands-on knowledge of voice and omnichannel customer engagement platforms and experience working with cross-functional teams to ensure delivery of robust customer service solutions. This role involves defining test strategies, leading a distributed QA team, coordinating with stakeholders to ensure test coverage, quality assurance and ensuring all customer interaction channels meet performance, usability, and compliance standards. Project Role Description - Responsible for leading and managing QA/testing activities for Contact Centre projects including IVR, CTI, call routing, CRM integrations, and omnichannel solutions. Roles & Responsibilities: o Own and lead QA planning, strategy, and execution for Contact Centre transformation/migration projects. o Create test strategies for IVR, CTI, call routing, skill-based routing, voice mail, call recording, and agent desktop functionalities. o Oversee testing of omni-channel platforms including voice, chat, email, SMS, and social media. o Lead the testing of AI-enabled features such as voice bots, chatbots, NLP-based routing, and speech analytics. o Collaborate with developers, business analysts, and vendors to define test scope and coverage. o Manage test teams (onshore/offshore), allocate tasks, and track execution progress. o Execute and validate test cases for IVR flows, CTI screen pops, agent workflows, and voice/data integration. o Coordinate and support UAT phases with business stakeholders. o Facilitate defect triage calls and resolution tracking. o Monitor test metrics, quality KPIs, and provide regular reports to management. o Ensure adherence to testing governance, process compliance, and risk mitigation protocols. Professional & Technical Skills: o Minimum 8 to 14 years of QA/testing experience with at least 3 years in Contact Centre testing. o Proven experience in Contact Centre QA project delivery and coordination. o Strong understanding of telephony concepts including call routing, CTI integration, SIP/VoIP flows. o Familiar with omnichannel customer experience validation. o Proven ability to lead test teams and manage end-to-end QA lifecycle. o Proficiency in Test Management Tools (JIRA, HP ALM, TestRail). o Excellent communication, leadership, and problem-solving skills. o Ability to manage multiple priorities in a dynamic project environment. - Must have skills - Contact Centre testing -Mandatory Skills. 1. Contact Centre Domain Knowledge 2. At least 2 years in a test lead/manager role. 3.Experience in testing IVR call flows, CTI integration, routing strategies, and agent desktop workflows. 4.Strong knowledge of end-to-end QA lifecycle, including test planning and reporting. 5.Experience with test case design for AI/ML-driven features (e.g., NLP routing, sentiment analysis). 6.Familiarity with test data management and environment setup for contact center platforms. - Good To Have Skills. 1.Exposure to Genesys, Spinklr, AWS Connect or Twilio, Google dialog flow 2.Experience with chatbot/voice Bot testing 3.Experience in writing automation scripts (e.g. Cyara, Hammer, Selenium, Python, or Java) 4.Domain-specific certifications (Genesys/Sprinklr Certified, etc.) 5.Exposure to performance testing tools (e.g., JMeter, LoadRunner) for voice and chat channels 6.Experience with compliance testing (e.g., PCI DSS, GDPR) in contact center environments Additional Information: - The candidate should have minimum 8-14 years with min 8 years of experience is required in Cloud Contact Center Implementation. - This position is based at our Bengaluru office. - A 15 years full time education is required.




15 years full time education