Automation Test Lead-Contact Center

Job DescriptionWe are looking for an experienced testing professional to lead and execute end-to-end testing activities across Contact Center, IVR, Voice, Chat, and Enterprise Applications. The ideal candidate will have strong expertise in both Automation and Functional Testing, with experience in test strategy, framework development, integration testing, defect management, and stakeholder collaboration.
Roles Responsibilities

Lead test planning, design, execution, reporting, and defect management across STLC phases.

Design and implement automation solutions for IVR, voice, chat, and contact center applications using tools such as Cyara, Pump CX, or equivalent.

Develop and maintain automation regression suites and ensure release quality.

Create test scenarios, test cases, test data, and traceability matrices.

Perform SIT, E2E, Regression, and UAT testing for business-critical applications.

Validate integrations across CRM platforms, databases, payment gateways, identity management systems, and conversational AI solutions.

Collaborate with business stakeholders, developers, telecom teams, and vendors to ensure comprehensive test coverage.

Mentor QA team members and drive testing best practices and process improvements.
Technical RequirementStrong experience in STLC, Functional Testing, and Test Automation.
Hands-on experience with Cyara, Pump CX, Genesys, Amazon Connect, Avaya, SIP VoIP Testing.
Experience in API Testing, SQL, JIRA, HP ALM, Azure DevOps, and Defect Management.
Knowledge of CRM systems (Salesforce, Dynamics 365, ServiceNow).
Experience with Databases (SQL Server, Oracle, MySQL).
Understanding of Payment Gateway, SSO, OAuth, MFA, Active Directory, and enterprise integrations.
Familiarity with Chatbots, Conversational AI, and Virtual Assistant platforms.
Experience working in Agile/Scrum environments.
Additional ResponsibilityStrong analytical, communication, and stakeholder management skills required.
Prior experience in Contact Center and Customer Experience (CX) testing is highly preferred
Educational RequirementBachelor of Engineering
Preferred SkillsTechnology->Automated Testing->Automated Testing - ALL->API Testing,Technology->Automated Testing->Test automation framework design,Technology->Content Services (CS)->CS - Customer Experience Management Platform,Technology->Functional Testing->IVR Testing,Technology->Infrastructure-Contact Center->ContactCenter model,Technology->Mobile Automation Testing->Mobile Test Automation process
Service LineInfosys Quality Engineering