Application Tech Support Practitioner
Accenture
8 - 10 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 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.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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