QA Strategy & Leadership

• Be the primary quality advisor embedded in design, planning, and delivery—surface risks early, not late
• Lead and mentor the QA team while staying hands-on in complex Contact Center and IVR testing scenarios
• Own QA program delivery end-to-end: resource planning, test strategy, defect triage, environment coordination, and release readiness
• Define and track Contact Center-specific quality KPIs—test coverage for call flows, automation ROI, first-call resolution testing, and cycle time
• Design test strategies for multi-channel interactions (voice, chat, SMS), agent workflows, and failover scenarios
• Lead go-live readiness assessments and hypercare support—triage production issues quickly and maintain a known issues log
• Report quality status to steering committees and program reviews, framing risks in business impact (SLA, customer satisfaction, call abandonment)
• Partner early with Product and Engineering so quality ownership spreads across the organization, not just QA
• Apply sampling strategies, accuracy benchmarking, and prompt regression testing to validate LLM-powered and Agentic AI features; leverage GenAI tools to accelerate test case generation, documentation, and overall QA productivity

Test Design & Execution

• Author detailed, scenario-based test cases and traceability matrices covering functional, integration, regression, and UAT cycles
• Write thorough negative, boundary, and edge-case scenarios across IVR, chat bot, and customer service workflows — not just happy-path coverage
• Lead exploratory testing for complex, ambiguous workflows, applying risk-based judgment to prioritize coverage where business impact is highest
• Validate speech application (IVR) design — call flows, DTMF and speech recognition, routing logic, self-service menus, authentication, and error/timeout branches
• Validate chat bot and conversational AI behavior — intent recognition, escalation/handoff to live agents, knowledge grounding, and response accuracy
• Own end-to-end testing of integration layers — API request/response validation, middleware transformations, screen pops, and data sync across connected systems
• Lead SIT, E2E, UAT, regression, and go-live testing activities across release cycles
• Facilitate UAT readiness sessions with business stakeholders, supporting non-technical users and driving structured sign-off
• Own the full defect lifecycle — creation, triage, prioritization, SLA tracking, root cause tagging, and trend analysis
• Produce defect health reports and quality metrics summaries for leadership and stakeholders

Required Qualifications

• 8-10 years of hands on experience leading QA or testing teams
• Hands-on experience testing speech applications (IVRs), chat bots, and other customer service tools
• Experience working within the call center/contact center ecosystem, with a solid understanding of customer service operations
• Demonstrated ability to lead QA across functional, integration, regression, UAT, and go-live testing cycles
• Experience building or scaling a QA program, including test strategy, governance, and reporting
• Strong communication skills — able to represent QA status and risk to both technical and non-technical stakeholders

Preferred Qualifications

• Experience with AWS, particularly Amazon Connect (IVR, Lex, Contact Flows, Lambda, Contact Lens)
• Experience with Five9, Genesys, Nuance, other telephony technologies being migrated into AWS or Service Cloud Voice
• Experience with Salesforce, particularly Service Cloud and Service Cloud Voice
• Exposure to conversational AI / GenAI validation — accuracy, hallucination checks, prompt/response quality, guardrails
• Familiarity with telephony fundamentals — ACD/routing, PSTN/toll-free/DID mapping, call recording and transcription

Tools & Technical Skills

• Test Management & Planning – Jira/Xray, Azure DevOps, Zephyr Scale, TestRail, or qTest
• Defect Tracking & Governance –Jira for end-to-end defect lifecycle management
• CI/CD & DevOps-Aware Testing –Jenkins, GitHub Actions, or Azure DevOps; Git-based version control (GitHub, GitLab, or Bitbucket)
• Test Automation & Performance Testing –UI automation for functional/regression coverage; API testing (Postman, REST Assured, or SoapUI); performance/load testing tools
• Speech / IVR Testing –experience with tools such as Empirix Hammer or Cyara a plus
• GenAI & Productivity Tools –Claude, Copilot, or ChatGPT for test case generation, test data creation, and QA documentation
• Reporting & Collaboration – Confluence, Slack, Microsoft Teams, Google Drive, and SharePoint

Soft Skills & QA Leadership

• Trusted Advisor Presence — Earns client confidence through expertise, transparency, and consistent delivery; comfortable challenging scope and requirements constructively when testability or clarity is lacking
• Radical Ownership — Takes full accountability for quality outcomes across the program; doesn't wait to be told what to test next and never passes the problem to someone else
• Hands-On Leadership — Leads by doing; equally comfortable mentoring junior team members and personally drafting and executing test cases on the same day
• Proactive Risk Management — Anticipates quality risks, raises blockers early, and brings solutions — not just problems — to every stakeholder conversation
• Composed Under Pressure — Navigates defect escalations, client concerns, and delivery conflicts with professionalism, sound judgment, and a calm, steady presence
• Intellectually Curious — Invests time to deeply understand the business process being tested, not just the technical specification; asks the right questions before writing the first test case
• Comfortable with Ambiguity — Makes risk-based quality decisions and writes meaningful test cases even when requirements are incomplete or evolving
• Finisher Mentality — Drives every test cycle through to formal sign-off and release; not someone who starts strong and disengages before the finish line
• Clear Communicator — Articulates QA status, risks, and recommendations clearly and confidently to both technical teams and non-technical business stakeholders
• Collaborative Coach — Develops junior QA team members, supports client UAT efforts, and fosters a quality-first culture across the entire program team

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.

For details, view a copy of the Accenture Equal Opportunity Statement

Accenture is an EEO and Affirmative Action Employer of Veterans/Individuals with Disabilities.

Accenture is committed to providing veteran employment opportunities to our service men and women.

Originally posted on Himalayas