Responsibilities :

- Act as the SME for IVR and Contact Center testing, driving test strategy, planning, execution, and quality assurance.
- Validate IVR call flows, DTMF inputs, prompts, menu navigation, routing logic, transfers, callbacks, and queue management.
- Lead testing of speech-enabled IVR systems, voice recognition, chatbot interactions, and agent hand-off scenarios.
- Perform end-to-end testing across contact center applications and integrated platforms.
- Manage defects, release readiness, stakeholder communication, and testing governance.
- Mentor QA teams and drive best practices and continuous improvement initiatives.

Additional Responsibilities :

IVR Testing, Contact Center Testing, Amazon Connect, Genesys, Avaya, SIP/VoIP, Call Flow Validation, Speech Recognition, Customer Journey Testing, ACD, PSTN, Chatbot Testing, Test Lead, Domain SME.

Technical and Professional Requirements :





- Robust expertise in IVR Testing and Contact Center Testing.
- Experience with Amazon Connect, Genesys, Avaya, or similar platforms.
- Knowledge of SIP, VoIP, PSTN, ACD, Call Recording Systems, and IVR infrastructure.
- Hands-on experience in Call Flow Validation, Routing Logic, Speech Recognition, Chatbot Testing, and Customer Journey Testing.
- Experience in Defect Management, Test Leadership, and Release Governance.

Preferred Skills :

Technology->Testing Technologyes->Test Automation Technology,Technology->Infrastructure-Contact Center->IVR Concepts,Technology->Functional Testing->IVR Testing,Technology->Communication->IVR/CCT->Genesys

Educational Requirements :

Bachelor of Engineering

Service Line :

Infosys Quality Engineering

📌 Project Manager- Contact Center (Bengaluru)
🏢 Infosys
📍 Bengaluru