Job Description

Relevant Experience : IVR testing , Contact Center Project, telecom domain

Domain Knowledge/ Keywords to look for : IVR call flow, DTMF , speech recognition, call routing, Queues, Automatic Call Distribution(ACD), Computer Telephony integration, SLAs, Call logs

Tools & Technical Skills:  Cyara or Other IVR testing tools

Testing Skill:  Automation testing using Selenium and Rest Assured, test case design, defect reporting , edge case identification.

Job Description: 

Key Responsibilities

·       Design, develop, and execute automated test scripts using Java Selenium for web-based banking applications and contact center platforms.

·       Develop and maintain API test cases using Rest Assured for backend services and integrations.

·       Collaborate closely with contact center teams to understand business processes, call handling workflows, and customer service requirements.

·       Review functional and technical specifications to create comprehensive test plans and strategies focused on contact center solutions.

·       Identify, document, and track defects; work with development and support teams to ensure timely resolution.

·       Conduct regression, integration, system, and performance testing for contact center solutions and banking applications.

·       Ensure compliance with banking industry standards, data privacy regulations, and security protocols in testing activities.

·       Participate in Agile ceremonies and contribute to continuous improvement initiatives for quality processes.

·       Generate detailed test reports and metrics to communicate quality status to stakeholders.

Required Qualifications

·       Bachelor’s degree in Computer Science, Information Technology, or related field.

·       Minimum 4 years of experience in quality assurance, with at least 1 year directly supporting contact center environments in banking or financial services.

·       Strong expertise in automated testing using Java Selenium.

·       Hands-on experience with API testing using Rest Assured.

·       In-depth understanding of contact center operations, systems, and technologies (e.g., IVR, telephony, CRM integration).

·       Solid knowledge of SDLC and QA methodologies, especially in Agile environments.

·       Excellent analytical, troubleshooting, and communication skills.

·       Ability to work collaboratively in cross-functional teams and adapt to changing priorities.

Preferred Qualifications

·       Experience with banking industry applications and regulatory requirements.

·       Familiarity with performance testing tools and frameworks.

·       Certifications in QA, Selenium, or API testing are a plus.

·       Experience with cloud contact center solutions (e.g., Genesys, Five9, NICE) is highly desirable.

Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicates including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.