Contact Center Architect -Manager
On-siteBengaluru, Karnataka, India
Job Summary
Design, develop, and maintain automated test suites for CCaaS applications covering voice, digital, and omni-channel journeys. Build and execute automated IVR flow, chatbot, and conversational AI test scenarios using Cyara or equivalent platforms. Own test planning, case design, and script development across functional, regression, and integration cycles. Execute system integration and performance testing, validate agent desktop behavior and CRM integrations, and perform API testing with Postman and SQL. Manage the full defect lifecycle, coordinate UAT, and apply Gen AI techniques to accelerate test generation. Analyze results, track quality metrics, and report release readiness to product owners while collaborating with developers and architects to embed quality throughout the delivery cycle. Requires 9-11 years of experience, B.Eng./M.Eng. degree, and up to 40% travel.
Required Qualifications
- B. Engg./ B. Tech., M. Engg./ M. Tech.
- 9 - 11 years of experience
- Oral and written proficiency in English
- Strong hands-on experience in contact center testing across IVR flows, conversational AI, chatbots, agent desktops, and CRM integrations
- Proven expertise in Cyara automation testing or comparable CCaaS test automation platforms
- Strong command of core testing practices including functional, regression, sanity / smoke, system integration, performance, and manual QA
- Solid experience in test planning, test case design / test case writing, and test script development
- Hands-on experience in API testing using Postman, including REST endpoint validation and authentication flows
- Proficiency in SQL for data validation, backend verification, and reporting
- Experience coordinating and executing User Acceptance Testing (UAT) with business stakeholders
- Strong defect management skills using standard ALM / defect tracking tools
- Working knowledge of CCaaS platform features including IVR, ACD, routing strategies, QM, WFM, and digital channels
- Strong understanding of LLM architectures (GPT, Claude, Gemini, Llama, Mistral) and their tradeoffs
- Hands-on exposure to agentic AI frameworks: LangChain, LangGraph, LlamaIndex, AutoGen, CrewAI, or similar RAG architecture design (vector databases: Pinecone, Weaviate, FAISS, Chroma)
- Prompt engineering, fine-tuning (LoRA/PEFT), and evaluation frameworks (RAGAS, custom eval harnesses)
- Cloud platforms: AWS Bedrock, Azure OpenAI Service, GCP Vertex AI
- Programming: Python (must-have)
- familiarity with APIs, microservices architecture
- Understanding of MLOps/LLMOps tools (MLflow, Weights & Biases, LangSmith)
- Knowledge of multi-agent orchestration, tool/function calling, and autonomous workflow design
- Certification in cloud platforms like AWS, Azure, or GCP
- Experience working in SAFE Agile / Agile / Scrum development environments
- Familiarity with CI/CD pipelines and integrating automated tests into continuous delivery workflows
- Up to 40% travel
Desired Qualifications
- familiarity with APIs, microservices architecture
- Understanding of MLOps/LLMOps tools (MLflow, Weights & Biases, LangSmith)
- Knowledge of multi-agent orchestration, tool/function calling, and autonomous workflow design
- Certification in cloud platforms like AWS, Azure, or GCP
- Experience working in SAFE Agile / Agile / Scrum development environments
- Familiarity with CI/CD pipelines and integrating automated tests into continuous delivery workflows
- At least one of the following: DevOps Engineer certifications, Agile certifications, SAFe or other scaling methodology certifications, Project Management Professional (PMP), Certified Scrum Manager (CSM), or similar PM-related certification
- Demonstrating proficiency in business data analytics and strategic planning
- Utilizing advanced analytical reasoning to solve complex problems
- Implementing technology solutions to drive business transformation
- Excelling in coaching and feedback to enhance team performance
- Managing performance assessment and resource management effectively
- Embracing change and innovation in technology integration
- Cisco UCCE, PCCE, and Webex
- Amazon Connect, NICE CXone Mpower, Genesys CX Cloud & serverless: AWS (Connect, Lambda, Lex, AWS AI Agents), Azure AI & Gen AI: Amazon Bedrock, Google CCP, OpenAI, Kore.ai
- Tools: Cyara and Selenium
- Version control: GitHub
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