Application Tech Support Practitioner
Accenture
6 - 8 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 5 year(s) of experience is required
Educational Qualification : 15 years full time education
Job Summary: We are seeking a Team Lead – QA Automation with 6-8 years of experience in automation testing for IVR and Contact Center solutions. The ideal candidate will have hands-on experience with automation frameworks, tools, and processes, along with practical knowledge of Cloud Contact Center platforms like Amazon Connect, Genesys Cloud CX, or NICE CXOne. This role focuses on executing automated testing strategies, mentoring junior testers, and ensuring high-quality delivery of contact center transformation projects. Key Responsibilities: QA Automation & Testing • Develop, execute, and maintain automated test scripts for IVR, Chatbot, WFM, Agent Desktop, and Contact Center applications. • Perform end-to-end IVR testing, including call initiation to agent transfer, ID&V, payments, and Speech IVR scenarios. • Analyze IVR call flows and business requirements to design robust automated test cases. • Validate agent toolbar functionality and CRM/ERP integrations. • Ensure regression and functional automation test coverage for Cloud Contact Center platforms. Automation Tools & Performance Testing • Use tools such as Cyara, Selenium, or custom automation frameworks for testing. • Participate in stress/load testing using Hammer or Cruncher. • Contribute to test reporting and dashboards to track automation coverage and QA health. Team Collaboration & Mentorship • Support senior QA leads and mentor junior QA engineers on automation best practices. • Collaborate with delivery teams, developers, and architects to ensure QA aligns with project requirements. • Participate in knowledge sharing and process improvement initiatives within the QA team. Stakeholder Engagement • Communicate test progress, issues, and results to senior QA leads and project stakeholders. • Support QA planning meetings, risk assessments, and defect triage activities. Required Skills & Experience: • 5+ years of QA experience, with hands-on automation testing for IVR/Contact Center platforms. • Experience with Cyara or similar IVR automation tools. • Knowledge of Cloud Contact Center platforms – Amazon Connect, Genesys Cloud, NICE CXOne. • Hands-on experience in manual and automated testing, CI/CD integration, and automation frameworks. • Experience in security & compliance testing and knowledge specific to contact center domain • Expertise in IVR testing, Speech IVR, and agent desktop validation. • Exposure to stress/load testing using Hammer or Cruncher is a plus. • Good communication, problem-solving, and team collaboration skills. Preferred Qualifications: • Engineering or equivalent degree in Computer Science or Information Technology • Experience with AWS/Amazon Connect automation frameworks. • Familiarity with API testing tools (Postman, SoapUI, REST/SOAP integrations). • Exposure to Agile/DevOps delivery environments, including CI/CD pipelines. • Domain experience in Banking or enterprise CX/Contact Center projects. • QA certifications such as ISTQB or 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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