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 5 year(s) of experience is required
Educational Qualification : 15 years full time education
Job Summary: We are seeking a Team Lead – QA Automation with 6-8 years of experience in automation testing for IVR and Contact Center solutions. The ideal candidate will have hands-on experience with automation frameworks, tools, and processes, along with practical knowledge of Cloud Contact Center platforms like Amazon Connect, Genesys Cloud CX, or NICE CXOne. This role focuses on executing automated testing strategies, mentoring junior testers, and ensuring high-quality delivery of contact center transformation projects. Key Responsibilities: QA Automation & Testing • Develop, execute, and maintain automated test scripts for IVR, Chatbot, WFM, Agent Desktop, and Contact Center applications. • Perform end-to-end IVR testing, including call initiation to agent transfer, ID&V, payments, and Speech IVR scenarios. • Analyze IVR call flows and business requirements to design robust automated test cases. • Validate agent toolbar functionality and CRM/ERP integrations. • Ensure regression and functional automation test coverage for Cloud Contact Center platforms. Automation Tools & Performance Testing • Use tools such as Cyara, Selenium, or custom automation frameworks for testing. • Participate in stress/load testing using Hammer or Cruncher. • Contribute to test reporting and dashboards to track automation coverage and QA health. Team Collaboration & Mentorship • Support senior QA leads and mentor junior QA engineers on automation best practices. • Collaborate with delivery teams, developers, and architects to ensure QA aligns with project requirements. • Participate in knowledge sharing and process improvement initiatives within the QA team. Stakeholder Engagement • Communicate test progress, issues, and results to senior QA leads and project stakeholders. • Support QA planning meetings, risk assessments, and defect triage activities. Required Skills & Experience: • 5+ years of QA experience, with hands-on automation testing for IVR/Contact Center platforms. • Experience with Cyara or similar IVR automation tools. • Knowledge of Cloud Contact Center platforms – Amazon Connect, Genesys Cloud, NICE CXOne. • Hands-on experience in manual and automated testing, CI/CD integration, and automation frameworks. • Experience in security & compliance testing and knowledge specific to contact center domain • Expertise in IVR testing, Speech IVR, and agent desktop validation. • Exposure to stress/load testing using Hammer or Cruncher is a plus. • Good communication, problem-solving, and team collaboration skills. Preferred Qualifications: • Engineering or equivalent degree in Computer Science or Information Technology • Experience with AWS/Amazon Connect automation frameworks. • Familiarity with API testing tools (Postman, SoapUI, REST/SOAP integrations). • Exposure to Agile/DevOps delivery environments, including CI/CD pipelines. • Domain experience in Banking or enterprise CX/Contact Center projects. • QA certifications such as ISTQB or Automation certifications are a plus.
Bengaluru
Equal Employment Opportunity Statement
All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.
Please read Accenture’s Recruiting and Hiring Statement for more information on how we process your data during the Recruiting and Hiring process.
We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.
We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.
At Accenture, we see well-being holistically, supporting our people’s physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We’re proud to be consistently recognized as one of the World’s Best Workplaces™.
Join Accenture to work at the heart of change. Visit us at www.accenture.com.
We have been alerted to the existence of fraudulent messages asking job seekers to set up payment to cover various costs associated with establishing employment at Accenture. No one is ever required to pay for employment at Accenture. If you are contacted by someone asking for payment, please do not respond, and contact us at india.fc.check@accenture.com immediately.