Application Lead at Accenture

Bengaluru, Karnataka, India

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Contact Center, Cloud ComputingIndustries

Requirements

Minimum 12 year(s) of experience, with 10+ years in QA/testing roles and at least 4+ years as a Test Manager in enterprise contact center environments (e.g., Genesys Cloud CX, Sprinklr, AWS, Google Cloud)
15 years full time education
Strong knowledge of contact center technologies and platforms such as Genesys Cloud CX, Sprinklr, AWS, Google Cloud, IVR, routing, and omnichannel communication (voice, chat, email, SMS)
Proven track record of leading testing for large-scale contact center deployments including omnichannel platforms
Experience with API testing, integrations, and end-to-end system testing
Familiarity with Agile, Scrum, and DevOps methodologies
Experience with test automation tools and frameworks compatible with cloud and contact center platforms
Strong leadership and stakeholder management skills
Excellent communication and interpersonal skills
Analytical mindset with a focus on root cause analysis and continuous quality improvement
Ability to manage multiple projects and priorities in a dynamic environment
Must have skills: Cloud Contact Center Implementation

Responsibilities

Develop and implement comprehensive test strategies and plans for contact center applications and integrations
Lead and manage distributed QA team including onshore/offshore resources executing functional, integration, regression, system, and UAT testing across voice, IVR, CTI, and omnichannel platforms (chat, SMS, email)
Establish and enforce test governance, test plans, test cases, and test automation frameworks
Oversee test automation efforts to improve test coverage and efficiency
Collaborate with architects, developers, business analysts, and infrastructure teams to ensure test coverage, traceability, and early detection
Collaborate with DevOps teams to embed testing into CI/CD pipelines and ensure automated regression testing coverage
Define and enforce QA standards, processes, and best practices aligned with Agile and DevOps principles
Monitor and report on test progress, quality metrics, and risks to stakeholders and senior leadership
Support performance, security, and compliance testing as required
Drive continuous improvement in QA processes using Agile/DevOps methodologies
Oversee the planning, execution, and delivery of testing services for enterprise-level Contact Centre solutions, ensuring alignment with business goals and quality across customer interaction channels

Skills

Cloud Contact Center Implementation

Nice

Sprinklr

Amazon AWS

Google Cloud

Test Management

QA Leadership

Functional Testing

Integration Testing

IVR

CRM

Telephony

Accenture

Global professional services for digital transformation

About Accenture

Accenture provides a wide range of professional services, including strategy and consulting, technology, and operations, to help organizations improve their performance. Their services assist clients in navigating digital transformation, enhancing operational efficiency, and achieving sustainable growth. Accenture's offerings include cloud migration, cybersecurity, artificial intelligence, and data analytics, which are tailored to meet the needs of various industries such as financial services, healthcare, and retail. What sets Accenture apart from its competitors is its extensive industry knowledge and ability to deliver comprehensive solutions that address both immediate challenges and long-term goals. The company's aim is to support clients in reducing their environmental impact while driving innovation and growth.

Dublin, IrelandHeadquarters

1989Year Founded

$8.5MTotal Funding

IPOCompany Stage

Consulting, Enterprise Software, CybersecurityIndustries

10,001+Employees

Risks

Rapid AI advancements may outpace Accenture's current capabilities, risking competitive disadvantages.

Integration challenges from multiple acquisitions could affect Accenture's operational efficiency.

The rise of AI-driven startups may disrupt Accenture's market share in customer service solutions.

Differentiation

Accenture's acquisitions enhance its capabilities in digital twin technology for financial services.

The company is expanding its expertise in net-zero infrastructure through strategic acquisitions.

Accenture's focus on software-defined vehicles positions it as a leader in automotive innovation.

Upsides

Accenture's investment in EMTECH supports central bank modernization amid digital currency evolution.

The acquisition of Award Solutions boosts Accenture's presence in the growing 5G and IoT markets.

Accenture's strategic acquisitions align with high-growth markets like digital twins and net-zero projects.

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