Project Manager- Contact Center
Infosys (company site, opens in a new tab)BengaluruOn-siteDirect career pageEst. 12–20 LPA
Posted on 16 Sept
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Job description
Structured overview of role & requirements
About This Role
- Lead end-to-end testing strategy, planning, execution, and quality assurance for IVR voice chatbot and contact center platforms.
- Validate customer journeys including IVR call flows, speech recognition, routing logic, transfers, callbacks, and queue management.
- Manage defect resolution, release readiness, stakeholder communication, and testing governance; mentor QA teams and implement best practices.
Minimum Requirements
- Strong expertise in IVR and Contact Center Testing including platforms like Amazon Connect, Genesys, or Avaya.
- Technical knowledge of SIP, VoIP, PSTN, ACD, Call Recording Systems, and IVR infrastructure.
- Experience in test leadership, defect management, and release quality governance.
- Work Experience Required: Not explicitly mentioned in the JD.
Ideal Candidate Profile
- Deep domain expertise as a Subject Matter Expert in IVR and contact center testing environments.
- Experience leading complex testing programs involving integrated voice and chatbot systems within contact centers.
- Demonstrated ability to manage stakeholder communication and drive quality assurance governance in large-scale technology projects.