Job Description

Project Role : Quality Engineering Lead (Test Lead)
Project Role Description : Leads a team of quality engineers through multi-disciplinary team planning and ecosystem integration to accelerate delivery and drive quality across the application lifecycle. Applies business and functional knowledge to develop end-to-end testing strategies through the use of quality processes and methodologies. Applies testing methodologies, principles and processes to define and implement key metrics to manage and assess the testing process including test execution and defect resolution.
Must have skills : Cloud Contact Center Implementation
Good to have skills : NA
Minimum 12 year(s) of experience is required
Educational Qualification : 15 years full time education
Summary: We are looking for a seasoned Test Manager to lead testing efforts for our next-generation contact center platforms leveraging Genesys Cloud CX, Sprinklr, and cloud infrastructures like Amazon AWS and Google Cloud. This role will be responsible for managing all phases of the testing lifecycle -- from strategy and planning to execution and reporting -- ensuring seamless customer experience and system reliability across multiple communication channels. You will collaborate with product owners, developers, and operations teams to drive quality and continuous delivery in a fast-paced environment. Project Role Description - Responsible for overseeing the planning, execution, and delivery of testing services for enterprise-level Contact Centre solutions. This includes managing test teams, ensuring alignment with business goals, and guaranteeing quality across all customer interaction channels, including voice, chat, IVR, CRM, and telephony platforms. Roles & Responsibilities: o Develop and implement comprehensive test strategies and plans for contact center applications and integrations. o Lead and manage distributed QA team including onshore/offshore resources executing functional, integration, regression, system, and UAT testing across voice, IVR, CTI, and omnichannel platforms (chat, SMS, email). o Establish and enforce test governance, test plans, test cases, and test automation frameworks. o Oversee test automation efforts to improve test coverage and efficiency. o Collaborate with architects, developers, business analysts, and infrastructure teams to ensure test coverage, traceability and early detection. o Collaborate with DevOps teams to embed testing into CI/CD pipelines and ensure automated regression testing coverage. o Define and enforce QA standards, processes, and best practices aligned with Agile and DevOps principles. o Monitor and report on test progress, quality metrics, and risks to stakeholders and senior leadership. o Support performance, security, and compliance testing as required. o Drive continuous improvement in QA processes using Agile/DevOps methodologies. Professional & Technical Skills: o 10+ years in QA/testing roles, with at least 4+ years as a Test Manager in enterprise contact center environments (like Genesys Cloud CX, Sprinklr, and cloud environments (AWS, Google Cloud)). o Strong knowledge of contact center technologies and platforms such as Genesys Cloud CX, Sprinklr, AWS, Google Cloud, IVR, routing, and omnichannel communication. o Proven track record of leading testing for large-scale contact center deployments including omnichannel platforms (voice, chat, email, SMS). o Experience with API testing, integrations, and end-to-end system testing. o Familiarity with Agile, Scrum, and DevOps methodologies. o Experience with test automation tools and frameworks, preferably those compatible with cloud and contact center platforms. o Strong leadership and stakeholder management skills, Excellent communication and interpersonal skills, analytical mindset with a focus on root cause analysis and continuous quality improvement. o Ability to manage multiple projects and priorities in a dynamic environment. - Preferred Experience. o Experience managing testing for enterprise contact center migrations and cloud adoption projects. o Knowledge of ITIL and experience working within Agile Scrum teams. o Exposure to regulated industries such as financial services, healthcare, or government sectors. o Familiarity with customer engagement platforms beyond Genesys and Sprinklr (e.g., NICE, Five9) is a bonus. - Mandatory Skills - Contact Centre testing, Test Planning and Management. 1. Proven leadership in managing end-to-end testing of enterprise contact center solutions including voice, IVR, routing, and omnichannel components. 2. Deep understanding of testing strategies for CRM and third-party integrations via APIs. 3. Expertise in test planning, execution, defect management, and stakeholder communication for large-scale projects. 4. Experience coordinating testing across multiple system integrations4 5. Risk assessment and mitigation related to test activities. 6. Experience with test data management and environment provisioning in cloud-native setups. 7. Proven ability to lead testing for cloud migration and legacy modernization. -Good To Have Skills. 1. Exposure to Genesys, Sprinklr, AWS Connect or Twilio, Google dialog flow 2. Experience with automation testing and continuous testing in CI/CD environments. 3. Knowledge of regulatory and compliance testing requirements in contact center environments. 4. Professional certifications in testing and/or contact center technologies. 5. Knowledge of data privacy regulations affecting contact center's (GDPR, PCI DSS). 6. Familiarity with AI/ML-based testing tools or predictive analytics in QA. 7. Exposure to customer experience metrics and CX testing frameworks. Additional Information: - The candidate should have minimum 15-20 years with minimum 15 years of experience is required for Cloud Contact Center Implementation. - Bachelor's degree in Computer Science, IT, Engineering, or related field, or equivalent experience. - A 15 years full time education is required.
15 years full time education
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Skills Required