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 7.5 year(s) of experience is required
Educational Qualification : 15 years full time education
Summary: We are hiring a Senior CCaaS QA Engineer with strong hands-on experience across the Cyara suite (Velocity, Cruncher, Pulse, Botium,). This role requires leadership in designing test strategies, defining test frameworks, and ensuring high-quality experience assurance for enterprise CCaaS programs. Roles & Responsibilities: o Lead end-to-end testing across Voice, IVR, Chat, Chatbot, Email, SMS channels. o Own the Cyara-based test automation framework and best practices. o Design functional, regression, performance, and monitoring strategies. o Build advanced Velocity test cases including data-driven testing and complex IVR logic. o Run and analyze Cruncher performance tests (load, stress, concurrency). o Configure Pulse monitoring dashboards, alert thresholds, and SLA tracking. o Execute Conversational AI/NLU testing using Cyara Botium. o Validate KPIs such as intent accuracy, latency, MOS, self-service rate, routing accuracy. o Perform agent experience testing using ResolveAX (optional). o Lead defect triages and collaborate with platform engineering teams. o Mentor junior QA engineers and drive internal enablement on Cyara tools. Professional & Technical Skills: o Strong experience with CCaaS testing. o Hands-on with Cyara Velocity + Cruncher + Pulse (must). o Deep understanding of IVR architectures, SIP, call flows, failover scenarios. o Experience with chatbot/NLU validation (Botium, Dialogflow, Lex, Rasa). o Ability to analyze advanced metrics (latency, PDD, MOS, NLU confusion matrix, regression trends). o Good understanding of API testing, CI/CD, and test governance. - Good to Have o Voice Assure experience (global number testing). o Agent desktop monitoring experience (ResolveAX). o Experience working with multi-cloud CCaaS environments. o Knowledge of AIOps/Monitoring (Splunk, Datadog). o Ability to estimate CCaaS testing effort and support proposal building. Additional Information: - The candidate should have minimum 7.5 years of experience in Cloud Contact Center Implementation. - A 15 years full time education is required.
15 years full time education
About Accenture Accenture is a leading global professional services company that helps the world's leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services--creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world's leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360 value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360 value we create for our clients, each other, our shareholders, partners and communities.
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We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.

Skills Required