Project Manager- Contact Center

Responsibilities

• Act as the SME for IVR and Contact Center testing, driving test strategy, planning, execution, and quality assurance.
• Validate IVR call flows, DTMF inputs, prompts, menu navigation, routing logic, transfers, callbacks, and queue management.
• Lead testing of speech-enabled IVR systems, voice recognition, chatbot interactions, and agent hand-off scenarios.
• Perform end-to-end testing across contact center applications and integrated platforms.
• Manage defects, release readiness, stakeholder communication, and testing governance.
• Mentor QA teams and drive best practices and continuous improvement initiatives.

Additional Responsibilities

IVR Testing, Contact Center Testing, Amazon Connect, Genesys, Avaya, SIP/VoIP, Call Flow Validation, Speech Recognition, Customer Journey Testing, ACD, PSTN, Chatbot Testing, Test Lead, Domain SME.

Technical and Professional Requirements

• Strong expertise in IVR Testing and Contact Center Testing.
• Experience with Amazon Connect, Genesys, Avaya, or similar platforms.
• Knowledge of SIP, VoIP, PSTN, ACD, Call Recording Systems, and IVR infrastructure.
• Hands-on experience in Call Flow Validation, Routing Logic, Speech Recognition, Chatbot Testing, and Customer Journey Testing.
• Experience in Defect Management, Test Leadership, and Release Governance.

Preferred Skills

• Genesys
• IVR Testing
• IVR Concepts
• Test Automation Technology

Educational Requirements

Bachelor of Engineering