Application Tech Support Practitioner

Assistant Manager – QA Automation

We are seeking an Assistant Manager – QA Automation with 8-10 years of experience in automation testing for Contact Center solutions. The ideal candidate will have strong expertise in QA automation frameworks, tools, and processes, combined with hands-on experience with Cloud Contact Center platforms like Amazon Connect, Genesys Cloud, or NICE CXOne.

This role focuses on designing and executing automated test strategies, supporting end-to-end QA delivery, and contributing to the mentoring and development of junior testers on the team.

Key Responsibilities:

• Assist in defining and implementing automation testing strategy for IVR, Chatbot, WFM, Agent Desktop, and Contact Center applications.
• Develop, execute, and maintain automated test scripts and frameworks under guidance from senior QA leads.
• Ensure regression and functional test coverage for Cloud Contact Center platforms.
• Analyze IVR call flows, business requirements, and workflows to design robust automated test cases.
• Conduct end-to-end IVR testing, including call initiation to agent transfer, ID&V, payments, and speech IVR scenarios.
• Validate agent toolbar functionality and integrations with CRM/ERP systems.

Automation Tools & Performance Testing:

• Execute automation using tools such as Cyara, Selenium, or custom frameworks, integrated with CI/CD pipelines.
• Assist with stress/load testing using Hammer or Cruncher.
• Maintain metrics-driven dashboards and reporting for automation coverage and QA health.

Team Collaboration & Mentorship:

• Support senior QA leads in mentoring junior QA engineers and promoting best practices in testing and automation.
• Collaborate with delivery teams, architects, and developers to ensure QA aligns with project requirements and quality standards.
• Contribute to knowledge sharing, skill-building, and process improvements within the QA team.

Stakeholder Engagement:

• Participate in QA planning meetings, status reporting, and risk assessments.
• Support communication with clients and internal stakeholders regarding test progress, issues, and quality metrics.

Required Skills & Experience:

• 8+ years of QA experience, with hands-on experience in automation testing for IVR and Contact Center platforms.
• Experience with Cyara or similar IVR automation tools.
• Experience in QA Automation using Python Scripting.
• Knowledge of Cloud Contact Center platforms – Amazon Connect, Genesys, NICE CXOne.
• Solid experience in manual and automated testing, CI/CD integration, and automation frameworks.
• Experience in security & compliance testing & knowledge specific to contact center domain.
• Expertise in IVR testing, Speech IVR, and agent desktop validation.
• Experience in stress/load testing using Hammer or Cruncher is a plus.
• Strong problem-solving, communication, and team collaboration skills.

Preferred Qualifications:

• Engineering or equivalent degree in Computer Science or Information Technology.
• Exposure to AWS/Amazon Connect automation frameworks.
• Familiarity with API testing tools (Postman, SoapUI, REST/SOAP integrations).
• Experience working in Agile and DevOps environments, including CI/CD pipelines.
• Domain experience in Banking or large enterprise CX/Contact Center projects.
• QA certifications such as ISTQB Advanced / Automation certifications are a plus.

15 years full time education

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