Application Tech Support Practitioner at Accenture

Bengaluru, Karnataka, India

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, TelecommunicationsIndustries

Requirements

Minimum 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 (plus)
Good communication, problem-solving, and team collaboration skills
15 years full-time education
Engineering or equivalent degree in Computer Science or Information Technology (preferred)
Experience with AWS/Amazon Connect automation frameworks (preferred)
Familiarity with API testing tools (Postman, SoapUI, REST/SOAP integrations) (preferred)
Exposure to Agile/DevOps delivery environments, including CI/CD pipelines (preferred)
Domain experience in Banking or enterprise CX/Contact Center projects (preferred)
QA certifications such as ISTQB or Automation certifications (plus)

Responsibilities

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
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
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
Communicate test progress, issues, and results to senior QA leads and project stakeholders
Support QA planning meetings, risk assessments, and defect triage activities
Act as the ongoing interface between the client and the system or application
Accurately define client issues and interpret and design resolutions based on deep product knowledge

Skills

Automation Testing

QA Automation

IVR Testing

Contact Center

Selenium

Cyara

Amazon Connect

Genesys Cloud CX

NICE CXOne

Test Automation Frameworks

Chatbot Testing

WFM

Agent Desktop

CRM Integrations

Speech IVR

Regression Testing

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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