Quality Engineering Lead (Test Lead)
Accenture Federal Services • Bengaluru, Karnataka, India
Role & seniority: Quality Engineering Lead (Test Lead) with 5+ years CCaaS QA experience
Stack/tools: Cyara Velocity (must), Cyara Cruncher, Pulse CX; Omnichannel CCaaS workflows; optional: Botium, CCaaS platforms (Genesys/NICE/Amazon Connect); basic performance testing tools (JMeter/LoadRunner)
Top 3 responsibilities
-
Design, build, and maintain automated IVR test suites using Cyara Velocity; validate omnichannel journeys (Voice, Chatbot, Email, SMS)
-
Execute performance/load tests with Cyara Cruncher; analyze results; monitor test cases in production-like environments with Pulse
-
Troubleshoot failures, perform root-cause analysis, participate in sprint ceremonies, refine requirements, and develop reusable test assets
Must-have skills
-
Cloud Contact Center Implementation experience
-
Hands-on Cyara Velocity; familiarity with Cyara Cruncher and Pulse
-
Strong understanding of omnichannel CCaaS journeys and customer call flows
-
Ability to interpret KPIs (latency, SLA, basic MOS, IVR routing accuracy) and effective defect reporting
Nice-to-haves
-
Knowledge of Botium or chatbot testing frameworks
-
Expertise in a CCaaS platform (Genesys / NICE / Amazon Connect)
-
Performance testing basics (e.g., JMeter, LoadRunner)
Location & work type: Not specified; details not provided in the description
Full Description
Project Role: Quality Engineering Lead (Test Lead)
Project Role Description: Leads a team of quality engineers through multi-disciplinary team planning and ecosystem integration to accelerate delivery and drive quality across the application lifecycle. Applies business and functional knowledge to develop end-to-end testing strategies through the use of quality processes and methodologies. Applies testing methodologies, principles and processes to define and implement key metrics to manage and assess the testing process including test execution and defect resolution.
Must have skills: Cloud Contact Center Implementation
Good to have skills: NA
Minimum 5 Year(s) Of Experience Is Required
Educational Qualification: 15 years full time education
Summary: We are seeking an experienced CCaaS QA Engineer with deeper hands-on expertise in Cyara Velocity and exposure to Cyara Cruncher and Pulse. You will contribute to end-to-end testing strategy across multiple customer interaction channels and ensure high-quality customer experiences. Roles & Responsibilities
Design, build, and maintain automated IVR test suites using Cyara Velocity.
Validate omnichannel workflows: Voice, Chatbot, Email, SMS. Execute performance/load tests using Cyara Cruncher and analyze results. Configure and monitor Pulse CX monitoring test cases in production-like environments. Troubleshoot failures across channels and provide root-cause analysis. Participate in sprint ceremonies, help refine requirements, and perform impact assessments. Develop reusable test assets, test data sets, and regression packs.
Guide junior team members on Cyara usage and best practices. Professional & Technical Skills
- Hands-on experience with Cyara Velocity (must), Cyara Cruncher (performance) and Pulse (monitoring).
- Strong understanding of Omnichannel CCaaS journeys and customer call flows.
- Ability to interpret KPIs like latency, SLA, MOS (basic), IVR routing accuracy.
- Strong communication and defect-reporting skills.
- Ability to estimate CCaaS testing effort and support proposal building. -Good to Have
- Knowledge of Botium or chatbot testing frameworks.
Expertise in one CCaaS platform: Genesys / NICE / Amazon Connect. Performance testing basics (JMeter, LoadRunner optional). Additional Information: - The candidate should have minimum 5 years of experience in Cloud Contact Center Implementation. - A 15 years full time education is required. Show more Show less
