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 7.5 year(s) of experience is required
Educational Qualification : 15 years full time education
Job Summary: We are seeking an Assistant Manager – QA Automation with 8-10 years of experience in automation testing for Contact Center solutions. The ideal candidate will have strong expertise in QA automation frameworks, tools, and processes, combined with hands-on experience with Cloud Contact Center platforms like Amazon Connect, Genesys Cloud, or NICE CXOne. This role focuses on designing and executing automated test strategies, supporting end-to-end QA delivery, and contributing to the mentoring and development of junior testers on the team. Key Responsibilities: QA Automation & Testing • Assist in defining and implementing automation testing strategy for IVR, Chatbot, WFM, Agent Desktop, and Contact Center applications. • Develop, execute, and maintain automated test scripts and frameworks under guidance from senior QA leads. • Ensure regression and functional test coverage for Cloud Contact Center platforms. • Analyze IVR call flows, business requirements, and workflows to design robust automated test cases. • Conduct end-to-end IVR testing, including call initiation to agent transfer, ID&V, payments, and speech IVR scenarios. • Validate agent toolbar functionality and integrations with CRM/ERP systems. Automation Tools & Performance Testing • Execute automation using tools such as Cyara, Selenium, or custom frameworks, integrated with CI/CD pipelines. • Assist with stress/load testing using Hammer or Cruncher. • Maintain metrics-driven dashboards and reporting for automation coverage and QA health. Team Collaboration & Mentorship • Support senior QA leads in mentoring junior QA engineers and promoting best practices in testing and automation. • Collaborate with delivery teams, architects, and developers to ensure QA aligns with project requirements and quality standards. • Contribute to knowledge sharing, skill-building, and process improvements within the QA team. Stakeholder Engagement • Participate in QA planning meetings, status reporting, and risk assessments. • Support communication with clients and internal stakeholders regarding test progress, issues, and quality metrics. Required Skills & Experience: • 8+ years of QA experience, with hands-on experience in automation testing for IVR and Contact Center platforms. • Experience with Cyara or similar IVR automation tools. • Experience in QA Automation using Python Scripting. • Knowledge of Cloud Contact Center platforms – Amazon Connect, Genesys, NICE CXOne. • Solid experience in manual and automated testing, CI/CD integration, and 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 Hammer or Cruncher is a plus. • Strong problem-solving, communication, and team collaboration skills. Preferred Qualifications: • Engineering or equivalent degree in Computer Science or Information Technology • Exposure to AWS/Amazon Connect automation frameworks. • Familiarity with API testing tools (Postman, SoapUI, REST/SOAP integrations). • Experience working in Agile and DevOps environments, 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.
Bengaluru
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