Automation Test Lead-Contact Center

Infosys; Bengaluru; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Infosys Quality Engineering in Bengaluru seeks an experienced testing professional to lead end-to-end testing across Contact Center, IVR, Voice and Chat applications. You will drive automation and functional testing strategy, build framework components, and ensure high release quality.

You will collaborate with business and telecom stakeholders, mentor QA members, and implement best practices in STLC and agile environments.

Qualifications

• Experience in end-to-end testing across contact center and enterprise apps.
• Strong automation and functional testing background with test strategy.
• Exposure to API testing, data validation, and defect management.

Responsibilities

• Lead test planning, design, execution, reporting and defect management across STLC.
• Design and implement automation for IVR, voice, chat and contact center apps.
• Develop and maintain automation regression suites and ensure release quality.
• Create test scenarios, cases, data, and traceability matrices.
• Perform SIT, E2E, Regression and UAT testing for business-critical apps.
• Validate CRM/integration touches across platforms and gateways.
• Collaborate with stakeholders, telecom teams and vendors for coverage.
• Mentor QA team members and promote testing best practices.

Skills

Test Automation

Functional Testing

Agile/Scrum

Automation Framework

STLC

API Testing

SQL

Defect Management

JIRA

Azure DevOps

HP ALM

Salesforce

ServiceNow

CTI/CRM Integrations

Education

Bachelor of Engineering

Tools

Cyara

Pump CX

Genesys

Amazon Connect

Avaya

SIP VoIP Testing

JIRA

HP ALM

Azure DevOps

Salesforce

ServiceNow

SQL Server

Oracle

MySQL

Job description

We are looking for an experienced testing professional to lead and execute end-to-end testing activities across Contact Center, IVR, Voice, Chat, and Enterprise Applications. The ideal candidate will have strong expertise in both Automation and Functional Testing, with experience in test strategy, framework development, integration testing, defect management, and stakeholder collaboration.

Roles Responsibilities

• Lead test planning, design, execution, reporting, and defect management across STLC phases.
• Design and implement automation solutions for IVR, voice, chat, and contact center applications using tools such as Cyara, Pump CX, or equivalent.
• Develop and maintain automation regression suites and ensure release quality.
• Create test scenarios, test cases, test data, and traceability matrices.
• Perform SIT, E2E, Regression, and UAT testing for business-critical applications.
• Validate integrations across CRM platforms, databases, payment gateways, identity management systems, and conversational AI solutions.
• Collaborate with business stakeholders, developers, telecom teams, and vendors to ensure comprehensive test coverage.
• Mentor QA team members and drive testing best practices and process improvements.

Technical Requirement

• Strong experience in STLC, Functional Testing, and Test Automation.
• Hands-on experience with Cyara, Pump CX, Genesys, Amazon Connect, Avaya, SIP VoIP Testing.
• Experience in API Testing, SQL, JIRA, HP ALM, Azure DevOps, and Defect Management.
• Knowledge of CRM systems (Salesforce, Dynamics 365, ServiceNow).
• Experience with Databases (SQL Server, Oracle, MySQL).
• Understanding of Payment Gateway, SSO, OAuth, MFA, Active Directory, and enterprise integrations.
• Familiarity with Chatbots, Conversational AI, and Virtual Assistant platforms.
• Experience working in Agile/Scrum environments.

Additional Responsibility

Strong analytical, communication, and stakeholder management skills required. Prior experience in Contact Center and Customer Experience (CX) testing is highly preferred

Educational Requirement

Bachelor of Engineering

Preferred Skills

• Technology->Automated Testing->Automated Testing - ALL->API Testing
• Technology->Automated Testing->Test automation framework design
• Technology->Content Services (CS)->CS - Customer Experience Management Platform
• Technology->Functional Testing->IVR Testing
• Technology->Infrastructure-Contact Center->ContactCenter model
• Technology->Mobile Automation Testing->Mobile Test Automation process
• Service LineInfosys Quality Engineering