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Application Lead
Accenture Services Pvt Ltd
Lead testing for enterprise contact center platforms, managing QA strategy and delivery.
2d ago
Expert & Leadership (13+ years), Experienced (8-12 years)
Full Time
Bengaluru, Karnataka, India
Office Full-Time
Role
What you would be doing
test automation
qa standards
test governance
ci/cd integration
team leadership
metrics reporting
- Support performance, security, and compliance testing as required.
- Oversee test automation efforts to improve test coverage and efficiency.
- Define and enforce QA standards, processes, and best practices aligned with Agile and DevOps principles.
- Establish and enforce test governance, test plans, test cases, and test automation frameworks.
- Develop and implement comprehensive test strategies and plans for contact center applications and integrations.
- Lead and manage distributed QA team including onshore/offshore resources executing functional, integration, regression, system, and UAT testing across voice, IVR, CTI, and omnichannel platforms (chat, SMS, email).
- Collaborate with DevOps teams to embed testing into CI/CD pipelines and ensure automated regression testing coverage.
- Drive continuous improvement in QA processes using Agile/DevOps methodologies. Professional & Technical Skills:
- Collaborate with architects, developers, business analysts, and infrastructure teams to ensure test coverage, traceability and early detection.
- Monitor and report on test progress, quality metrics, and risks to stakeholders and senior leadership.
What you bring
genesys
sprinklr
aws
test automation
agile
leadership
- Proven track record of leading testing for large-scale contact center deployments including omnichannel platforms (voice, chat, email, SMS).
- Strong knowledge of contact center technologies and platforms such as Genesys Cloud CX, Sprinklr, AWS, Google Cloud, IVR, routing, and omnichannel communication.
- Experience with test automation tools and frameworks, preferably those compatible with cloud and contact center platforms.
- Knowledge of ITIL and experience working within Agile Scrum teams.
- Ability to manage multiple projects and priorities in a dynamic environment. - Preferred Experience.
- Experience managing testing for enterprise contact center migrations and cloud adoption projects.
- 10+ years in QA/testing roles, with at least 4+ years as a Test Manager in enterprise contact center environments (like Genesys Cloud CX, Sprinklr, and cloud environments (AWS, Google Cloud)).
- Familiarity with customer engagement platforms beyond NiCE and Sprinklr (e.g., NICE, Five9) is a bonus. - Mandatory Skills - Contact Centre testing, Test Planning and Management. 1. Proven leadership in managing end-to-end testing of enterprise contact center solutions including voice, IVR, routing, and omnichannel components. 2. Deep understanding of testing strategies for CRM and third-party integrations via APIs. 3. Expertise in test planning, execution, defect management, and stakeholder communication for large-scale projects. 4. Experience coordinating testing across multiple system integrations4 5. Risk assessment and mitigation related to test activities. 6. Experience with test data management and environment provisioning in cloud-native setups. 7. Proven ability to lead testing for cloud migration and legacy modernization. -Good To Have Skills. 1. Exposure to NICE, Genesys, Sprinklr, AWS Connect or Twilio, Google dialog flow 2. Experience with automation testing and continuous testing in CI/CD environments. 3. Knowledge of regulatory and compliance testing requirements in contact center environments. 4. Professional certifications in testing and/or contact center technologies. 5. Knowledge of data privacy regulations affecting contact center’s (GDPR, PCI DSS). 6. Familiarity with AI/ML-based testing tools or predictive analytics in QA. 7. Exposure to customer experience metrics and CX testing frameworks. Additional Information: - The candidate should have minimum 15-20 years with minimum 15 years of experience is required for Cloud Contact Center Implementation. - Bachelor’s degree in Computer Science, IT, Engineering, or related field, or equivalent experience. - A 15 years full time education is required.
- Strong leadership and stakeholder management skills, Excellent communication and interpersonal skills, analytical mindset with a focus on root cause analysis and continuous quality improvement.
- Familiarity with Agile, Scrum, and DevOps methodologies.
- Experience with API testing, integrations, and end-to-end system testing.
- Exposure to regulated industries such as financial services, healthcare, or government sectors.
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