QA Lead - CCaaS

Tata Consultancy Services; Toronto; On-site; CAD 70,000 - 90,000; Full time

Job summary

A leading IT services company seeks a QA Specialist to define and implement testing strategies for their CCaaS platform. The role involves collaboration with stakeholders, executing various tests, and driving continuous improvement in testing processes. Ideal candidates will have experience with CCaaS solutions and automation testing frameworks. Strong analytical and communication skills are essential for success in this fast-paced environment.

Qualifications

• Experience in testing CCaaS solutions like Amazon Connect or Genesys Cloud.
• Hands-on experience with IVR flows and speech recognition.
• Proficiency in automation testing frameworks.

Responsibilities

• Define and implement QA strategy for CCaaS platform.
• Conduct functional, regression, and UAT testing.
• Drive test automation and CI/CD pipeline integration.

Skills

Analytical Skills

Problem Solving

Communication

Stakeholder Management

Leadership

Tools

Postman

HP ALM

Selenium

Cypress

Tosca

Python

Java

Jenkins

GitHub

Azure DevOps

Job description

Inclusion without Exception:
Tata Consultancy Services (TCS) is an equal opportunity employer, and embraces diversity in race, nationality, ethnicity, gender, age, physical ability, neurodiversity, and sexual orientation, to create a workforce that reflects the societies we operate in. Our continued commitment to Culture and Diversity is reflected in our people stories across our workforce and implemented through equitable workplace policies and processes.
About TCS:
TCS is an IT services, consulting, and business solutions organization that has been partnering with many of the world’s largest businesses in their transformation journeys for over 55 years. Its consulting-led, cognitive-powered portfolio of business, technology, and engineering services and solutions is delivered through its unique Location Independent Agile delivery model, recognized as a benchmark of excellence in software development. A part of the Tata group, India's largest multinational business group, TCS employs over 612,000 of the world’s best-trained consultants in 55 countries. The company generated consolidated revenues of US $29 billion in the fiscal year ended March 31, 2024, and is listed on the BSE and the NSE in India. TCS' proactive stance on climate change and award-winning work with communities across the world have earned it a place in leading sustainability indices such as the MSCI Global Sustainability Index and the FTSE4Good Emerging Index.
Key Responsibilities
1. QA Strategy & Test Planning:

• Define and implement the QA strategy for the CCaaS platform in alignment with banking compliance and security standards.
• Develop detailed test plans, test cases, and test scripts for IVR, call routing, voice assistants, chatbots, and omnichannel customer interactions.
• Ensure test coverage for regulatory compliance (PCI-DSS, GDPR, FFIEC, etc.) related to banking contact center operations.

2. Test Execution & Defect Management:

• Conduct functional, regression, system integration (SIT), user acceptance (UAT).
• Execute IVR call flow testing, CRM integration testing, speech analytics validation, and real-time monitoring assessments.
• Utilize automation frameworks and API testing tools (Postman) to enhance testing efficiency.
• Identify, document, and track defects in HP ALM and work closely with developers and business teams for resolution.

3. Collaboration & Stakeholder Management:

• Partner with business analysts, developers, product managers, and operations teams to align testing efforts with business objectives.
• Work closely with banking risk and compliance teams to ensure adherence to regulatory standards.
• Support end-to-end UAT execution with business users and ensure go-live readiness.

4. Continuous Improvement & Reporting:

• Drive test automation and CI/CD pipeline integration with tools like Jenkins, GitHub, Azure DevOps.
• Provide QA status reports, defect metrics, and risk analysis to stakeholders.
• Identify areas for process improvement and implement best practices in test automation and DevOps integration.

Technical Skills:

• CCaaS Solutions: Experience in testing Amazon Connect, Genesys Cloud, NICE CXone, or Five9.
• IVR & Voice Testing: Hands-on experience with call routing, IVR flows, CTI, speech recognition, and chatbots.
• Automation Testing: Proficiency in Selenium, Cypress, Tosca, Python, or Java-based frameworks.
• Defect Management: Proficiency in HP ALM.
Soft Skills:
• Strong analytical and problem-solving skills
• Excellent communication and stakeholder management
• Ability to work in an agile and fast-paced banking environment
• Leadership experience in mentoring QA teams

Tata Consultancy Services Canada Inc. is committed to meeting the accessibility needs of all individuals in accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code (OHRC). Should you require accommodations during the recruitment and selection process, please inform Human Resources.
Thank you for your interest in TCS. Candidates that meet the qualifications for this position will be contacted within a 2-week period. We invite you to continue to apply for other opportunities that match your profile.