Project Role Quality Engineering Architect Test Arch Project Role Description Develop end-to-end testing architectures using current 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 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 o Own and lead QA planning strategy and execution for Contact Centre transformation migration projects o Create test strategies for IVR CTI call routing skill-based routing voice mail call recording and agent desktop functionalities o Oversee testing of omni-channel platforms including voice chat email SMS and social media o Lead the testing of AI-enabled features such as voice bots chatbots NLP-based routing and speech analytics o Collaborate with developers business analysts and vendors to define test scope and coverage o Manage test teams onshore offshore allocate tasks and track execution progress o Execute and validate test cases for IVR flows CTI screen pops agent workflows and voice data integration o Coordinate and support UAT phases with business stakeholders o Facilitate defect triage calls and resolution tracking o Monitor test metrics quality KPIs and provide regular reports to management o Ensure adherence to testing governance process compliance and risk mitigation protocols Professional Technical Skills o Minimum 8 to 14 years of QA testing experience with at least 3 years in Contact Centre testing o Proven experience in Contact Centre QA project delivery and coordination o Strong understanding of telephony concepts including call routing CTI integration SIP VoIP flows o Familiar with omnichannel customer experience validation o Proven ability to lead test teams and manage end-to-end QA lifecycle o Proficiency in Test Management Tools JIRA HP ALM TestRail o Excellent communication leadership and problem-solving skills o Ability to manage multiple priorities in a dynamic project environment - Must have skills - Contact Centre testing -Mandatory Skills 1 Contact Centre Domain Knowledge 2 At least 2 years in a test lead manager role 3 Experience in testing IVR call flows CTI integration routing strategies and agent desktop workflows 4 Strong knowledge of end-to-end QA lifecycle including test planning and reporting 5 Experience with test case design for AI ML-driven features e g NLP routing sentiment analysis 6 Familiarity with test data management and environment setup for contact center platforms - Good To Have Skills 1 Exposure to Genesys Spinklr AWS Connect or Twilio Google dialog flow 2 Experience with chatbot voice Bot testing 3 Experience in writing automation scripts e g Cyara Hammer Selenium Python or Java 4 Domain-specific certifications Genesys Sprinklr Certified etc 5 Exposure to performance testing tools e g JMeter LoadRunner for voice and chat channels 6 Experience with compliance testing e g PCI DSS GDPR in contact center environments Additional Information - The candidate should have 5 to 9 years with Min 5 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 15 years full time education About Accenture We work with one shared purpose to deliver on the promise of technology and human ingenuity Every day more than 775 000 of us help our stakeholders continuously reinvent Together we drive positive change and deliver value to our clients partners shareholders communities and each other We believe that delivering value requires innovation and innovation thrives in an inclusive and diverse environment We actively foster a workplace free from bias where everyone feels a sense of belonging and is respected and empowered to do their best work At Accenture we see well-being holistically supporting our people s physical mental and financial health We also provide opportunities to keep skills relevant through certifications learning and diverse work experiences We re proud to be consistently recognized as one of the World s Best Workplaces TM Join Accenture to work at the heart of change Visit us at Equal Employment Opportunity Statement We believe that no one should be discriminated against because of their differences All employment decisions shall be made without regard to age race creed color religion sex national origin ancestry disability status military veteran status sexual orientation gender identity or expression genetic information marital status citizenship status or any other basis as protected by applicable law Our rich diversity makes us more innovative more competitive and more creative which helps us better serve our clients and our communities