Quality Engineering Lead (Test 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

Technology, TelecommunicationsIndustries

Requirements

Minimum 7.5 years of experience in Cloud Contact Center Implementation
15 years full-time education
Strong hands-on experience across the Cyara suite (Velocity, Cruncher, Pulse, Botium)
Strong experience with CCaaS testing
Hands-on with Cyara Velocity + Cruncher + Pulse (must)
Deep understanding of IVR architectures, SIP, call flows, failover scenarios
Experience with chatbot/NLU validation (Botium, Dialogflow, Lex, Rasa)
Ability to analyze advanced metrics (latency, PDD, MOS, NLU confusion matrix, regression trends)
Good understanding of API testing, CI/CD, and test governance

Responsibilities

Lead end-to-end testing across Voice, IVR, Chat, Chatbot, Email, SMS channels
Own the Cyara-based test automation framework and best practices
Design functional, regression, performance, and monitoring strategies
Build advanced Velocity test cases including data-driven testing and complex IVR logic
Run and analyze Cruncher performance tests (load, stress, concurrency)
Configure Pulse monitoring dashboards, alert thresholds, and SLA tracking
Execute Conversational AI/NLU testing using Cyara Botium
Validate KPIs such as intent accuracy, latency, MOS, self-service rate, routing accuracy
Perform agent experience testing using ResolveAX (optional)
Lead defect triages and collaborate with platform engineering teams
Mentor junior QA engineers and drive internal enablement on Cyara tools

Skills

Key technologies and capabilities for this role

Cyara VelocityCyara CruncherCyara PulseCyara BotiumCloud Contact CenterCCaaSTest AutomationIVR TestingChatbot TestingPerformance TestingConversational AINLU TestingSLA TrackingDefect Triage

Questions & Answers

Common questions about this position

What is the minimum experience required for this Quality Engineering Lead role?

Minimum 7.5 years of experience in Cloud Contact Center Implementation is required.

What are the must-have skills for this position?

Must-have skills include Cloud Contact Center Implementation, hands-on experience with Cyara Velocity, Cruncher, and Pulse, strong CCaaS testing experience, and deep understanding of IVR architectures, SIP, call flows, and failover scenarios.

What leadership responsibilities does this role involve?

The role involves leading a team of quality engineers, mentoring junior QA engineers, driving internal enablement on Cyara tools, and leading defect triages with platform engineering teams.

What is the educational qualification needed for this job?

15 years of full-time education is required.

What good-to-have skills would make a candidate stand out?

Good-to-have skills include Voice Assure experience, agent desktop monitoring with ResolveAX, experience in multi-cloud CCaaS environments, knowledge of AIOps/Monitoring tools like Splunk and Datadog, and ability to estimate testing effort for proposals.

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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