Assistant Manager – QA Automation

Application Tech Support Practitioner

Project Role : Application Tech Support Practitioner
Project Role Description : Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge.
Must have skills : Automation Integration
Good to have skills : NA
Minimum 7.5 year(s) of experience is required
Educational Qualification : 15 years full time education

Job Summary:
We are seeking an Assistant Manager – QA Automation with 8-10 years of experience in automation testing for Contact Center solutions. The ideal candidate will have strong expertise in QA automation frameworks, tools, and processes, combined with hands-on experience with Cloud Contact Center platforms like Amazon Connect, Genesys Cloud, or NICE CXOne.
This role focuses on designing and executing automated test strategies, supporting end-to-end QA delivery, and contributing to the mentoring and development of junior testers on the team.

Key Responsibilities:
QA Automation & Testing
Assist in defining and implementing automation testing strategy for IVR, Chatbot, WFM, Agent Desktop, and Contact Center applications.
Develop, execute, and maintain automated test scripts and frameworks under guidance from senior QA leads.
Ensure regression and functional test coverage for Cloud Contact Center platforms.
Analyze IVR call flows, business requirements, and workflows to design robust automated test cases.
Conduct end-to-end IVR testing, including call initiation to agent transfer, ID&V, payments, and speech IVR scenarios.
Validate agent toolbar functionality and integrations with CRM/ERP systems.
Automation Tools & Performance Testing
Execute automation using tools such as Cyara, Selenium, or custom frameworks, integrated with CI/CD pipelines.
Assist with stress/load testing using Hammer or Cruncher.
Maintain metrics-driven dashboards and reporting for automation coverage and QA health.
Team Collaboration & Mentorship
Support senior QA leads in mentoring junior QA engineers and promoting best practices in testing and automation.
Collaborate with delivery teams, architects, and developers to ensure QA aligns with project requirements and quality standards.
Contribute to knowledge sharing, skill-building, and process improvements within the QA team.
Stakeholder Engagement
Participate in QA planning meetings, status reporting, and risk assessments.
Support communication with clients and internal stakeholders regarding test progress, issues, and quality metrics.

Required Skills & Experience:
8+ years of QA experience, with hands-on experience in automation testing for IVR and Contact Center platforms.
Experience with Cyara or similar IVR automation tools.
Experience in QA Automation using Python Scripting.
Knowledge of Cloud Contact Center platforms – Amazon Connect, Genesys, NICE CXOne.
Solid experience in manual and automated testing, CI/CD integration, and automation frameworks.
Experience in security & compliance testing & knowledge specific to contact center domain
Expertise in IVR testing, Speech IVR, and agent desktop validation.
Experience in stress/load testing using Hammer or Cruncher is a plus.
Strong problem-solving, communication, and team collaboration skills.

Preferred Qualifications:
Engineering or equivalent degree in Computer Science or Information Technology
Exposure to AWS/Amazon Connect automation frameworks.
Familiarity with API testing tools (Postman, SoapUI, REST/SOAP integrations).
Experience working in Agile and DevOps environments, including CI/CD pipelines.
Domain experience in Banking or large enterprise CX/Contact Center projects.
QA certifications such as ISTQB Advanced / Automation certifications are a plus.