We are seeking an experienced Quality Engineering (QE) professional with strong expertise in Contact Center platforms, IVR/Routing automation, and test automation. The ideal candidate will have hands-on experience with tools such as Cyara, Hammer, Selenium, Postman, Karate, and strong Core Java skills.
Experience with AWS Amazon Connect is highly desirable. This role will also provide technical leadership across maintenance releases, enhancements, and ongoing production support within a structured Scaled Agile environment.
Key Responsibilities
- Design, develop, and execute comprehensive test strategies for Contact Center and IVR solutions.
- Perform IVR and call-routing automation using tools such as Cyara, Hammer, or similar platforms.
- Develop and maintain automated tests across UI and REST APIs using tools such as Selenium, Postman, Karate, or equivalent.
- Automate and validate Agent Desktop workflows and functionality.
- Perform functional, regression, integration, and end-to-end testing across Contact Center applications.
- Provide technical leadership for maintenance releases, enhancements, and ongoing support activities.
- Collaborate with developers, business analysts, architects, and other QA/QE teams to identify and resolve defects.
- Build and maintain automated test frameworks and continuously improve test coverage and execution efficiency.
- Analyze test results, troubleshoot failures, and identify root causes.
- Participate in Agile ceremonies, sprint planning, backlog refinement, reviews, and retrospectives.
- Work effectively within a structured Scaled Agile (SAFe) environment.
- Maintain test artifacts, documentation, and technical information using tools such as JIRA and Confluence.
- Use source control and development tools such as Git/Bitbucket, IntelliJ, or Eclipse.
Required Qualifications
- Strong experience in Quality Engineering / QA Automation, preferably within Contact Center or telecommunications platforms.
- Hands-on experience with IVR and routing automation using Cyara, Hammer, or similar tools.
- Strong automation testing experience across UI and APIs.
- Experience with one or more of Selenium, Postman, Karate, or comparable automation/testing frameworks.
- Strong Core Java programming skills.
- Experience with Agent Desktop automation and testing.
- Experience with Git/Bitbucket, JIRA, Confluence, and IDEs such as IntelliJ or Eclipse.
- Strong understanding of functional, integration, regression, and end-to-end testing practices.
- Experience working in an Agile / Scaled Agile environment.
- Strong analytical, troubleshooting, and communication skills.
Preferred Qualifications
- Hands-on experience with AWS Amazon Connect.
- Experience testing cloud-based Contact Center solutions.
- Experience with Contact Center architecture, IVR flows, call routing, and agent workflows.
- Experience providing technical leadership within QE/automation teams.
- Banking or financial services experience is a plus.
