Automation Test Lead-Contact Center

Job Description:

• We are looking for an experienced testing professional to lead and execute end to end testing activities across Contact Center IVR Voice Chat and Enterprise Applications
• The ideal candidate will have strong expertise in both Automation and Functional Testing with experience in test strategy framework development integration testing defect management and stakeholder collaboration

Key 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

Technical 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

Additional Responsibilities:

• Strong analytical communication and stakeholder management skills required
• Prior experience in Contact Center and Customer Experience CX testing is highly preferred

Preferred Skills:

Technology->Automated Testing->Automated Testing - ALL->API Testing,Technology->Automated Testing->Test automation framework design,Technology->Content Services (CS)->CS - Customer Experience Management Platform,Technology->Functional Testing->IVR Testing,Technology->Infrastructure-Contact Center->ContactCenter model,Technology->Mobile Automation Testing->Mobile Test Automation process