Job Description:

- We are seeking an experienced IVR Contact Center Domain SME to lead end to end testing activities across IVR voice chatbot and contact center platforms
- The role requires deep expertise in customer journey validation call routing speech enabled IVR systems telephony technologies and release quality governance

Key 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

Technical Requirements:

- Solid 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

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

Preferred Skills:

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

Skills: Defect Management, Genesys, Ivr Testing, Pstn, Avaya, ACD, Speech Recognition, Voip, Sip, Amazon Connect

Experience: 0.00-0.00 Years

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