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 workplace

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
Robust 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 current tools, technologies and practices.

Experience
10+ years in testing

2–3+ years as Test Manager in Contact Centre programs
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📌 Senior Test Specialist Bengaluru
🏢 HCLTech
📍 Bengaluru