Senior Contact Center Testing Specialist

2 days ago

Bengaluru, Karnataka, India beBeeTestManager Full time ₹ 1,82,40,000 - ₹ 2,03,12,000
Job Opportunity

We are seeking a seasoned test manager to lead testing efforts for our next-generation contact center platforms.

Key Responsibilities:

  • Create and implement comprehensive test strategies and plans for contact center applications and integrations.
  • Lead and manage distributed QA teams including onshore/offshore resources executing functional, integration, regression, system, and UAT testing across voice, IVR, CTI, and omnichannel platforms (chat, SMS, email).
  • Establish and enforce test governance, test plans, test cases, and test automation frameworks.
  • Oversee test automation efforts to improve test coverage and efficiency.
  • Collaborate with architects, developers, business analysts, and infrastructure teams to ensure test coverage, traceability, and early detection.
  • Collaborate with DevOps teams to embed testing into CI/CD pipelines and ensure automated regression testing coverage.
  • Define and enforce QA standards, processes, and best practices aligned with Agile and DevOps principles.
  • Monitor and report on test progress, quality metrics, and risks to stakeholders and senior leadership.
  • Support performance, security, and compliance testing as required.
  • Drive continuous improvement in QA processes using Agile/DevOps methodologies.

Mandatory Skills:

  • Proven leadership in managing end-to-end testing of enterprise contact center solutions including voice, IVR, routing, and omnichannel components.
  • Deep understanding of testing strategies for CRM and third-party integrations via APIs.
  • Expertise in test planning, execution, defect management, and stakeholder communication for large-scale projects.
  • Experience coordinating testing across multiple system integrations.
  • Risk assessment and mitigation related to test activities.
  • Experience with test data management and environment provisioning in cloud-native setups.
  • Proven ability to lead testing for cloud migration and legacy modernization.

Desirable Skills:

  • Exposure to Genesys, Sprinklr, AWS Connect or Twilio, Google dialog flow.
  • Experience with automation testing and continuous testing in CI/CD environments.
  • Knowledge of regulatory and compliance testing requirements in contact center environments.
  • Professional certifications in testing and/or contact center technologies.
  • Knowledge of data privacy regulations affecting contact centers (GDPR, PCI DSS).
  • Familiarity with AI/ML-based testing tools or predictive analytics in QA.
  • Exposure to customer experience metrics and CX testing frameworks.

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