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

15 years full time education

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