Project Role: Custom Software Engineer

Project Role Description: Develop custom software solutions to design, code, and enhance components across systems or applications. Use modern frameworks and agile practices to deliver scalable, high-performing solutions tailored to specific business needs.

Must have skills: Contact Center Technology Implementation

Good to have skills: Contact Center Technology Capabilities

Minimum 12 year(s) of experience is required

Educational Qualification: 15 years full time education

Summary:

QA Lead with extensive experience in testing conversational AI and contact center platforms, with strong expertise in NICE Cognigy.AI, virtual agent workflows, and omnichannel integrations. Proven capability in designing and executing end-to-end test strategies covering NLU accuracy, dialog flows, backend integrations, and telephony/CCaaS platforms (NICE CXone, Genesys, Avaya). Skilled in API automation using REST clients and frameworks (Postman, Rest Assured, Karate) and validating event-driven integrations using Kafka and webhooks. Hands-on experience in test automation for chat and voice channels, regression suites, and CI/CD pipeline integration (Jenkins, GitHub Actions). Strong knowledge of non-functional testing including performance, failover, and security validation (OAuth2, JWT). Demonstrates leadership in building QA frameworks, mentoring teams, defining quality gates, and ensuring production-ready conversational AI

Roles & Responsibilities:

• Expected to be an SME.
• Collaborate and manage the team to perform.
• Responsible for team decisions.
• Engage with multiple teams and contribute on key decisions.
• Expected to provide solutions to problems that apply across multiple teams.
• Facilitate knowledge sharing and mentoring within the team to enhance overall performance.
• Analyze project requirements and translate them into technical specifications for the development team.

Professional & Technical Skills:

• Must To Have Skills: Proficiency in Contact Center Technology Implementation.
• Good To Have Skills: Experience with Contact Center Technology Capabilities.
• Strong understanding of software development life cycle methodologies.
• Experience with modern programming languages and frameworks.
• Ability to design and implement scalable software architectures.

Additional Information:

• The candidate should have minimum 12 years of experience in Contact Center Technology Implementation.
• This position is based at our Bengaluru office.
• A 15 years full time education is required.

15 years full time education

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.
Visit us at www.accenture.com

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