Automation Test Lead-Contact Center

Responsibilities

• Lead test planning, design, execution, reporting, and defect management across STLC phases.
• Design and implement automation solutions for IVR, voice, chat, and contact center applications using tools such as Cyara, Pump CX, or equivalent.
• Develop and maintain automation regression suites and ensure release quality.
• Create test scenarios, test cases, test data, and traceability matrices.
• Perform SIT, E2E, Regression, and UAT testing for business-critical applications.
• Validate integrations across CRM platforms, databases, payment gateways, identity management systems, and conversational AI solutions.
• Collaborate with business stakeholders, developers, telecom teams, and vendors to ensure comprehensive test coverage.
• Mentor QA team members and drive testing best practices and process improvements.

Additional Responsibilities

Strong analytical, communication, and stakeholder management skills required.

Prior experience in Contact Center and Customer Experience (CX) testing is highly preferred

Technical and Professional Requirements

Strong experience in STLC, Functional Testing, and Test Automation.

Hands-on experience with Cyara, Pump CX, Genesys, Amazon Connect, Avaya, SIP & VoIP Testing.

Experience in API Testing, SQL, JIRA, HP ALM, Azure DevOps, and Defect Management.

Knowledge of CRM systems (Salesforce, Dynamics 365, ServiceNow).

Experience with Databases (SQL Server, Oracle, MySQL).

Understanding of Payment Gateway, SSO, OAuth, MFA, Active Directory, and enterprise integrations.

Familiarity with Chatbots, Conversational AI, and Virtual Assistant platforms.

Experience working in Agile/Scrum environments.

Preferred Skills

• API Testing
• Test automation framework design
• CS – Customer Experience Management Platform
• IVR Testing
• ContactCenter model
• Mobile Test Automation process

Educational Requirements

Bachelor of Engineering