Quality Engineering Architect (test Arch

Quality Engineering Architect (Test Arch)

Develop end-to-end testing architectures using new and innovative testing products and solutions. Provide technical leadership and strategic direction in quality engineering.

Must have skills: Cloud Contact Center Implementation

Good to have skills: NA

Minimum 7.5 year(s) of experience is required

Educational Qualification: 15 years full time education

Summary: We are looking for a highly capable experienced QA professional with a specialization in Contact Centre Testing (Genesys, Avaya, Amazon Connect, Sprinklr, etc.), capable of leading testing efforts. The role requires hands-on knowledge of voice and omnichannel customer engagement platforms and experience working with cross-functional teams to ensure delivery of robust customer service solutions. This role involves defining test strategies, leading a distributed QA team, coordinating with stakeholders to ensure test coverage, quality assurance and ensuring all customer interaction channels meet performance, usability, and compliance standards.

Project Role Description - Responsible for leading and managing QA/testing activities for Contact Centre projects including IVR, CTI, call routing, CRM integrations, and omnichannel solutions.

Roles & Responsibilities:

• Own and lead QA planning, strategy, and execution for Contact Centre transformation/migration projects.
• Create test strategies for IVR, CTI, call routing, skill-based routing, voice mail, call recording, and agent desktop functionalities.
• Oversee testing of omni-channel platforms including voice, chat, email, SMS, and social media.
• Lead the testing of AI-enabled features such as voice bots, chatbots, NLP-based routing, and speech analytics.
• Collaborate with developers, business analysts, and vendors to define test scope and coverage.
• Manage test teams (onshore/offshore), allocate tasks, and track execution progress.
• Execute and validate test cases for IVR flows, CTI screen pops, agent workflows, and voice/data integration.
• Coordinate and support UAT phases with business stakeholders.
• Facilitate defect triage calls and resolution tracking.
• Monitor test metrics, quality KPIs, and provide regular reports to management.
• Ensure adherence to testing governance, process compliance, and risk mitigation protocols.

Professional & Technical Skills:

• Minimum 8 to 14 years of QA/testing experience with at least 3 years in Contact Centre testing.
• Proven experience in Contact Centre QA project delivery and coordination.
• Strong understanding of telephony concepts including call routing, CTI integration, SIP/VoIP flows.
• Familiar with omnichannel customer experience validation.
• Proven ability to lead test teams and manage end-to-end QA lifecycle.
• Proficiency in Test Management Tools (JIRA, HP ALM, TestRail).
• Excellent communication, leadership, and problem-solving skills.
• Ability to manage multiple priorities in a dynamic project environment.

Must have skills:

• Contact Centre Domain Knowledge
• At least 2 years in a test lead/manager role.
• Experience in testing IVR call flows, CTI integration, routing strategies, and agent desktop workflows.
• Strong knowledge of end-to-end QA lifecycle, including test planning and reporting.
• Experience with test case design for AI/ML-driven features (e.g., NLP routing, sentiment analysis).
• Familiarity with test data management and environment setup for contact center platforms.

Good To Have Skills:

• Exposure to Genesys, Spinklr, AWS Connect or Twilio, Google dialog flow
• Experience with chatbot/voice Bot testing
• Experience in writing automation scripts (e.g. Cyara, Hammer, Selenium, Python, or Java)
• Domain-specific certifications (Genesys/Sprinklr Certified, etc.)
• Exposure to performance testing tools (e.g., JMeter, LoadRunner) for voice and chat channels
• Experience with compliance testing (e.g., PCI DSS, GDPR) in contact center environments

Additional Information:

• The candidate should have minimum 8-14 years with min 8 years of experience is required in Cloud Contact Center Implementation.
• This position is based at our Bengaluru office.
• A 15 years full time education is required.

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