Bangalore, Karnataka
Job Summary
To design, execute, and optimize testing strategies, mentor junior team members, and advocate for best practices across the development lifecycle.
Key Responsibilities
- Lead end-to-end testing of Messaging/Chat applications in a Contact Centre environment
In depth knowledge of IVR testing and engineering, and extensive experience in testing process involving Contact Centre products like Amazon Connect
Proficient in Cyara IVR automation tool
Define and execute test strategy, test plan, and test approach
Manage SIT, UAT, and regression testing cycles
Perform testing across:
o AWS Connect (contact flows, routing, chat)
o Salesforce Agent Desktop
APIs and middleware integrations
Drive defect management, triage, and resolution tracking
Coordinate with business, development, and vendor teams
Provide status reporting, risk identification, and mitigation plans
Skill Requirements
- Strong experience in Contact Centre testing (Voice/Chat)
Hands-on experience with AWS Connect (mandatory)
Experience in Messaging/Chat application testing
Proven experience in Test Lead role
Knowledge of:
o End-to-end customer journeys
o API testing (Postman / REST)
o Authentication/session flows
Other Requirements
- Experience with Salesforce Service Cloud / Agent Desktop
Exposure to AI bots / Lex / virtual assistants
Experience in performance testing (PnV)
Familiarity with mobile app testing (iOS/Android)
Sound experience in Continuous Integration/Continuous Deployment processes and tools such as GCP Cloudbuild, Codefresh, Github actions etc
Strong software engineering fundamentals, and proven experience in a number of programming languages.
Hands on experience in API Testing using postman, supertest API frameworks
Have a growth mindset, a focus on continuous improvement, and be passionate about learning new tools, technologies and practices.
Experience
2–3+ years as Test Manager in Contact Centre programs
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