Application Tech Support Practitioner
Accenture
2 - 5 years
Bengaluru
Posted: 06/12/2025
Job Description
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 12 year(s) of experience is required
Educational Qualification : 15 years full time education
Job Summary: We are seeking an experienced Testing Manager – QA Automation with 12+ years of experience in leading automation testing teams for Contact Center solutions. The ideal candidate will have strong expertise in QA automation frameworks, tools, and processes, combined with hands-on knowledge of Cloud Contact Center platforms like Amazon Connect, Genesys Cloud CX, or NICE CXOne. This role focuses on driving QA automation initiatives, managing end-to-end QA delivery, and mentoring a team of testers to ensure high-quality implementation of contact center transformations, particularly in Banking or enterprise domains. Key Responsibilities: QA Automation Strategy & Leadership • Define and implement automation testing strategy for IVR, Chat-Bot, WFM, Agent Desktop and contact center applications. • Lead a team of QA engineers in developing, executing, and maintaining automated test scripts and frameworks. • Introduce best practices in automation, CI/CD integration, and testing governance. • Collaborate with architects, developers, and business analysts to ensure automation aligns with project requirements and quality standards. IVR & Contact Center Testing • Oversee end-to-end IVR testing, from call initiation to agent transfer, including ID&V, Payments and Speech IVR scenarios. • Ensure automated regression and functional test coverage for Cloud Contact Center platforms. • Analyze IVR call flows and business requirements to design robust automated test cases. • Validate agent toolbar functionality and integrations with CRM/ERP systems. Automation Tools & Performance Testing • Drive automation using tools such as Cyara, Selenium, or custom frameworks, integrated with CI/CD pipelines. • Experience in Automation using Python Scripting. • Plan and supervise stress/load testing using tools like Hammer or Cruncher. • Implement metrics-driven test reporting and dashboards for automation coverage and quality health. Team Management & Mentorship • Lead, mentor, and grow a high-performing QA automation team across multiple projects. • Foster a culture of quality, collaboration, and continuous improvement within the team. • Conduct knowledge sharing, skill-building, and process improvement initiatives for team members. Stakeholder Engagement • Collaborate with delivery managers, architects, and client stakeholders to define QA scope and automation strategy. • Provide regular updates, status reports, and risk assessments to ensure delivery excellence. • Act as a trusted advisor on QA and automation best practices in Cloud Contact Center projects. Required Skills & Experience • 10+ years of QA experience, with hands-on experience in automation testing for IVR and Contact Center platforms. • Strong experience with Cyara or similar IVR automation tools. • Solid knowledge of Cloud Contact Center platforms – Amazon Connect, Genesys Cloud, NICE CXOne. • Experience in manual and automated testing, CI/CD integration, and test 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 tools like Hammer or Cruncher. • Strong team management and leadership skills with experience leading QA/automation teams. • Excellent problem-solving, communication, and stakeholder management skills. Preferred Qualifications: • Engineering or equivalent degree in Computer Science or Information Technology • Experience with AWS/Amazon Connect automation frameworks. • Familiarity with API testing and automation (Postman, SoapUI, REST/SOAP integrations). • Exposure to Agile and DevOps delivery models, 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.15 years full time education
About Accenture
Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.Visit us at www.accenture.com
Equal Employment Opportunity Statement
We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.
About Company
Accenture is a global professional services company specializing in consulting, technology, and outsourcing services. Headquartered in Dublin, Ireland, Accenture provides a wide range of services in strategy, digital, technology, operations, and consulting. It helps organizations improve their performance and create sustainable value by leveraging technology and industry expertise. Accenture works across various sectors, including financial services, healthcare, telecommunications, energy, and more. Known for its deep focus on innovation, Accenture partners with leading technology companies to drive digital transformation and help clients navigate complex challenges in an increasingly digital world.
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