Infosys—Project Manager- Contact Center

Job description

Description: • Act as the SME for IVR and Contact Center testing, driving test strategy, planning, execution, and quality assurance. • Validate IVR call flows, DTMF inputs, prompts, menu navigation, routing logic, transfers, callbacks, and queue management. • Lead testing of speech-enabled IVR systems, voice recognition, chatbot interactions, and agent hand-off scenarios. • Perform end-to-end testing across contact center applications and integrated platforms. • Manage defects, release readiness, stakeholder communication, and testing governance. • Mentor QA teams and drive best practices and continuous improvement initiatives. Requirements: We are seeking an experienced IVR & Contact Center Domain SME to lead end-to-end testing activities across IVR, voice, chatbot, and contact center platforms. The role requires deep expertise in customer journey validation, call routing, speech-enabled IVR systems, telephony technologies, and release quality governance. Responsibilities: • Act as the SME for IVR and Contact Center testing, driving test strategy, planning, execution, and quality assurance. • Validate IVR call flows, DTMF inputs, prompts, menu navigation, routing logic, transfers, callbacks, and queue management. • Lead testing of speech-enabled IVR systems, voice recognition, chatbot interactions, and agent hand-off scenarios. • Perform end-to-end testing across contact center applications and integrated platforms. • Manage defects, release readiness, stakeholder communication, and testing governance. • Mentor QA teams and drive best practices and continuous improvement initiatives. Skills: • Strong expertise in IVR Testing and Contact Center Testing. • Experience with Amazon Connect, Genesys, Avaya, or similar platforms. • Knowledge of SIP, VoIP, PSTN, ACD, Call Recording Systems, and IVR infrastructure. • Hands-on experience in Call Flow Validation, Routing Logic, Speech Recognition, Chatbot Testing, and Customer Journey Testing. • Experience in Defect Management, Test Leadership, and Release Governance.