Project Manager- Contact Center

Job Description:

• We are seeking an experienced IVR Contact Center Domain SME to lead end to end testing activities across IVR voice chatbot and contact center platforms
• The role requires deep expertise in customer journey validation call routing speech enabled IVR systems telephony technologies and release quality governance

Key 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

Technical 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

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

Preferred Skills:

Technology->Communication->IVR/CCT->Genesys,Technology->Functional Testing->IVR Testing,Technology->Infrastructure-Contact Center->IVR Concepts,Technology->Testing Technologyes->Test Automation Technology