Contact Center Architect -Manager

Overview

As a Contact Center Architect - Manager, you lead business application consulting for CCaaS and related integrations, ensuring quality from testing through release.

What you'll do

• Design, develop, and maintain automated test suites for CCaaS applications across voice, digital, and omni-channel journeys.
• Build and execute automated IVR flow, chatbot, and conversational AI test scenarios using Cyara or equivalent platforms.
• Own test planning, test case design, and test script development across functional, regression, and integration cycles.
• Run functional, regression, sanity/smoke, system integration, and performance testing across CCaaS platforms.
• Validate agent desktop behavior, CTI screen pops, and CRM integrations (e.g., Salesforce/CEP).
• Manage the defect lifecycle from logging and triage to root cause analysis, retesting, and closure reporting.

What you'll need

• 9–11 years of experience.
• Strong hands-on contact center testing experience for IVR, conversational AI/chatbots, agent desktops, and CRM integrations.
• Proven expertise in Cyara automation testing or comparable CCaaS test automation platforms.
• Solid experience with functional, regression, sanity/smoke, system integration, performance, and manual QA.
• Hands-on API testing using Postman, including REST endpoint validation and authentication flows.
• Proficiency in SQL for data validation, backend verification, and reporting.
• Certification in cloud platforms like AWS, Azure, or GCP is required.

Details

• Location: Bangalore.
• Travel requirement: up to 40%.
• Employment: Manager role.