Custom Software Engineer

Custom Software Engineer

Project Role : Custom Software Engineer
Project Role Description : Lead the effort to design, build and configure applications, acting as the primary point of contact.
Must have skills : Cloud Contact Center Implementation
Good to have skills : NA
Minimum 5 year(s) of experience is required
Educational Qualification : 15 years full time education

Summary:
We are looking for a highly capable experienced QA professional with a specialization in Contact Centre Testing (NICE, Genesys, Avaya, Amazon Connect, Sprinklr, etc.), capable of leading testing efforts. The role requires hands-on knowledge of voice and omnichannel customer engagement platforms and experience working with cross-functional teams to ensure delivery of robust customer service solutions. This role involves defining test strategies, leading a distributed QA team, coordinating with stakeholders to ensure test coverage, quality assurance and ensuring all customer interaction channels meet performance, usability, and compliance standards.
Project Role Description - Responsible for leading and managing QA/testing activities for Contact Centre projects including IVR, CTI, call routing, CRM integrations, and omnichannel solutions.

Roles & Responsibilities:
Own and lead QA planning, strategy, and execution for Contact Centre transformation/migration projects.
Create test strategies for IVR, CTI, call routing, skill-based routing, voice mail, call recording, and agent desktop functionalities.
Oversee testing of omni-channel platforms including voice, chat, email, SMS, and social media.
Lead the testing of AI-enabled features such as voice bots, chatbots, NLP-based routing, and speech analytics.
Collaborate with developers, business analysts, and vendors to define test scope and coverage.
Manage test teams (onshore/offshore), allocate tasks, and track execution progress.
Execute and validate test cases for IVR flows, CTI screen pops, agent workflows, and voice/data integration.
Coordinate and support UAT phases with business stakeholders.
Facilitate defect triage calls and resolution tracking.
Monitor test metrics, quality KPIs, and provide regular reports to management.
Ensure adherence to testing governance, process compliance, and risk mitigation protocols.

Professional & Technical Skills:
Minimum 8 to 14 years of QA/testing experience with at least 3 years in Contact Centre testing.
Proven experience in Contact Centre QA project delivery and coordination.
Strong understanding of telephony concepts including call routing, CTI integration, SIP/VoIP flows.
Familiar with omnichannel customer experience validation.
Proven ability to lead test teams and manage end-to-end QA lifecycle.
Proficiency in Test Management Tools (JIRA, HP ALM, TestRail).
Excellent communication, leadership, and problem-solving skills.
Ability to manage multiple priorities in a dynamic project environment.
- Must have skills - Contact Centre testing
-Mandatory Skills.
1. Contact Centre Domain Knowledge
2. At least 2 years in a test lead/manager role.
3.Experience in testing IVR call flows, CTI integration, routing strategies, and agent desktop workflows.
4.Strong knowledge of end-to-end QA lifecycle, including test planning and reporting.
5.Experience with test case design for AI/ML-driven features (e.g., NLP routing, sentiment analysis).
6.Familiarity with test data management and environment setup for contact center platforms.
- Good To Have Skills.
1.Exposure to Nice, Genesys, Spinklr, AWS Connect or Twilio, Google dialog flow
2.Experience with chatbot/voice Bot testing
3.Experience in writing automation scripts (e.g. Cyara, Hammer, Selenium, Python, or Java)
4.Domain-specific certifications (NICE/Sprinklr Certified, etc.)
5.Exposure to performance testing tools (e.g., JMeter, LoadRunner) for voice and chat channels
6.Experience with compliance testing (e.g., PCI DSS, GDPR) in contact center environments

Additional Information:
- The candidate should have minimum 5- 9 years with min 5 years of experience is required in Cloud Contact Center Implementation.
- This position is based at our Bengaluru office.
- A 15 years full time education is required.