Application Tech Support Practitioner at Accenture

Bengaluru, Karnataka, India

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Banking, Contact CenterIndustries

Requirements

Minimum 12 year(s) of experience (10+ years of QA experience, with hands-on experience in automation testing for IVR and Contact Center platforms)
Educational Qualification: 15 years full time education
Must have skills: Automation Integration
Strong experience with Cyara or similar IVR automation tools
Solid knowledge of Cloud Contact Center platforms – Amazon Connect, Genesys Cloud, NICE CXOne
Experience in manual and automated testing, CI/CD integration, and test 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 tools like Hammer or Cruncher
Experience in Automation using Python Scripting

Responsibilities

Define and implement automation testing strategy for IVR, Chat-Bot, WFM, Agent Desktop and contact center applications
Lead a team of QA engineers in developing, executing, and maintaining automated test scripts and frameworks
Introduce best practices in automation, CI/CD integration, and testing governance
Collaborate with architects, developers, and business analysts to ensure automation aligns with project requirements and quality standards
Oversee end-to-end IVR testing, from call initiation to agent transfer, including ID&V, Payments and Speech IVR scenarios
Ensure automated regression and functional test coverage for Cloud Contact Center platforms
Analyze IVR call flows and business requirements to design robust automated test cases
Validate agent toolbar functionality and integrations with CRM/ERP systems
Drive automation using tools such as Cyara, Selenium, or custom frameworks, integrated with CI/CD pipelines
Plan and supervise stress/load testing using tools like Hammer or Cruncher
Implement metrics-driven test reporting and dashboards for automation coverage and quality health
Lead, mentor, and grow a high-performing QA automation team across multiple projects
Foster a culture of quality, collaboration, and continuous improvement within the team
Conduct knowledge sharing, skill-building, and process improvement initiatives for team members
Collaborate with delivery managers, architects, and client stakeholders to define QA scope and automation strategy
Provide regular updates, status reports, and risk assessments to ensure delivery excellence
Act as a trusted advisor on QA and automation best practices in Cloud Contact Center projects
Act as the ongoing interface between the client and the system or application, dedicated to quality using exceptional communication skills
Accurately define a client issue and interpret and design a resolution based on deep product knowledge

Skills

QA Automation

Automation Testing

Automation Frameworks

Amazon Connect

Genesys Cloud CX

NICE CXOne

IVR Testing

CI/CD

Test Script Development

Contact Center

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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