Project Manager- Contact Center

Job DescriptionWe 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.
Roles 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 Requirement

Strong 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 ResponsibilityIVR 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.
Educational RequirementBachelor of Engineering
Preferred SkillsTechnology->Communication->IVR/CCT->Genesys,Technology->Functional Testing->IVR Testing,Technology->Infrastructure-Contact Center->IVR Concepts,Technology->Testing Technologyes->Test Automation Technology
Service LineInfosys Quality Engineering