Project Manager- Contact Center

Job description

Job Description: • 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 Key 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 Technical Requirements: • 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 Additional Responsibilities: • IVR Testing Contact Center Testing Amazon Connect Genesys Avaya SIP VoIP Call Flow Validation Speech Recognition Customer Journey Testing ACD PSTN Chatbot Testing Test Lead Domain SME Preferred Skills: Technology->Communication->IVR/CCT->Genesys,Technology->Functional Testing->IVR Testing,Technology->Infrastructure-Contact Center->IVR Concepts,Technology->Testing Technologyes->Test Automation Technology