Quality Engineering Lead (test Lead)

Quality Engineering Lead (Test Lead)

Leads a team of quality engineers through multi-disciplinary team planning and ecosystem integration to accelerate delivery and drive quality across the application lifecycle. Applies business and functional knowledge to develop end-to-end testing strategies through the use of quality processes and methodologies. Applies testing methodologies, principles and processes to define and implement key metrics to manage and assess the testing process including test execution and defect resolution.

Must have skills: Cloud Contact Center Implementation

Good to have skills: NA Minimum 5 year(s) of experience is required Educational Qualification: 15 years full time education

We are seeking an experienced CCaaS QA Engineer with deeper hands-on expertise in Cyara Velocity and exposure to Cyara Cruncher and Pulse. You will contribute to end-to-end testing strategy across multiple customer interaction channels and ensure high-quality customer experiences.

Roles & Responsibilities

• Design, build, and maintain automated IVR test suites using Cyara Velocity.
• Validate omnichannel workflows: Voice, Chatbot, Email, SMS.
• Execute performance/load tests using Cyara Cruncher and analyze results.
• Configure and monitor Pulse CX monitoring test cases in production-like environments.
• Troubleshoot failures across channels and provide root-cause analysis.
• Participate in sprint ceremonies, help refine requirements, and perform impact assessments.
• Develop reusable test assets, test data sets, and regression packs.
• Guide junior team members on Cyara usage and best practices.

Professional & Technical Skills

• Hands-on experience with Cyara Velocity (must), Cyara Cruncher (performance) and Pulse (monitoring).
• Strong understanding of Omnichannel CCaaS journeys and customer call flows.
• Ability to interpret KPIs like latency, SLA, MOS (basic), IVR routing accuracy.
• Strong communication and defect-reporting skills.
• Ability to estimate CCaaS testing effort and support proposal building.
• Good to Have: Knowledge of Botium or chatbot testing frameworks. Expertise in one CCaaS platform: Genesys / NICE / Amazon Connect. Performance testing basics (JMeter, LoadRunner optional).

The candidate should have minimum 5 years of experience in Cloud Contact Center Implementation. A 15 years full time education is required.

About Accenture: Accenture is a leading global professional services company that helps the world's leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world's leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

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