Role : Senior QA Engineer – IVR- Contact Center & Automation Testing

Experience: 7+ yrs

Location – Pune Kharadi- IT Park – Hinjewadi-Onsite

Job Type : Contract

Role Summary

We are seeking a skilled QA Engineer with experience in Contact Center Testing and Test Automation to support the validation of customer service platforms, IVR applications, voice bots, chat solutions, and contact center transformations. The ideal candidate should have hands-on experience with Cyara, QuickTest, or similar IVR automation tools, along with exposure to contemporary automation frameworks and scripting languages.

Key Responsibilities

- Design, develop, and execute test strategies, test plans, and test cases for Contact Center applications.
- Perform functional, integration, regression, and end-to-end testing across voice and digital channels.
- Develop and maintain automated test suites for IVR, voice, chat, and customer journey validation.
- Validate call flows, routing logic, queue configurations, self-service journeys, and agent workflows.
- Collaborate with Business Analysts, Product Owners, Developers, and Architects to ensure quality delivery.
- Participate in requirement reviews and provide testing effort estimates.
- Identify, document, track, and validate defects through resolution.




- Support SIT, UAT, and production release validation activities.
- Contribute to continuous improvement of QA processes, automation frameworks, and testing standards.
- Prepare test execution reports and communicate quality metrics to stakeholders.

Required Skills

- Hands-on experience with Cyara, QuickTest, Hammer, or similar IVR/Voice Automation tools.
- Experience testing IVR, Contact Center, Voice, Chat, and Omnichannel solutions.
- Knowledge of automation frameworks and scripting using Python, Playwright, JavaScript, or similar technologies.
- Experience with API testing tools such as Postman or REST-based services.
- Strong understanding of SDLC, STLC, defect management, and Agile methodologies.
- Experience creating and executing automated and manual test scenarios.
- Good analytical, troubleshooting, and communication skills.

Preferred Skills

- Experience with Genesys Cloud CX, Genesys Engage, or other Contact Center platforms.
- Exposure to Voice Bots, Conversational AI, Agent Assist, and Chatbot testing.
- Experience with CI/CD pipelines and automation integration.
- Banking, Financial Services, Telecom, or Customer Service domain experience.

📌 Senior QA Engineer – IVR- Contact Center & Automation Testing (Maharashtra)
🏢 Themesoft
📍 Maharashtra