Job Description

Industry/Sector

Not Applicable

Specialism

Customer

Management Level

Senior Manager

& Summary

The Opportunity

Join our Acceleration Center India and help shape the future of business for our diverse client portfolio across geographies and jurisdictions. You’ll work at the heart of global teams across Advisory, Assurance, Tax and Business Services—solving real client challenges through connected collaboration. We’ll help you grow your skills so you can go further. With hands-on learning, cutting-edge tools and an inclusive culture, this is your opportunity to do inspiring work that makes a difference—every day.

As a Senior Manager in Business Application Consulting, you will lead efforts to optimize operational efficiency for clients by analyzing their needs and implementing tailored software solutions. You will provide training and support to validate seamless integration and utilization of business applications, enabling clients to achieve their strategic objectives. Within our Technology Consulting practice, you will leverage your skills to deliver impactful results, guiding clients through complex challenges and driving project success.

In this role at PwC Acceleration Center India, you will act as a strategic advisor, applying your professional knowledge to influence and innovate processes. You will lead large projects, fostering a culture of operational excellence and continuous improvement. Your ability to develop high-performing teams and communicate effectively will be crucial as you navigate complex situations and make informed decisions. By motivating and coaching diverse teams, you will contribute to the overall success of the firm, validating outcomes with clients and adapting to their feedback.

Responsibilities

• Design, develop, and maintain automated test suites for CCaaS applications, covering voice, digital, and omni-channel journeys

• Build and execute automated IVR flow, chatbot, and conversational AI test scenarios using Cyara or equivalent contact center testing platforms

• Own test planning, test case design, and test script development across functional, regression, and integration cycles

• Execute functional, regression, sanity / smoke, system integration, and performance testing across CCaaS platforms and connected enterprise systems

• Validate agent desktop behaviour, CTI screen pops, and CRM integrations such as Salesforce / CEP

• Perform API testing and backend data validation using Postman and SQL to confirm end-to-end transaction integrity

• Manage the full defect lifecycle including logging, triage, root cause analysis, retesting, and closure reporting

• Coordinate and support User Acceptance Testing (UAT), including test data preparation, environment readiness, and business stakeholder walkthroughs

• Apply Gen AI and prompt engineering techniques to accelerate test case generation, test data creation, and coverage analysis

• Analyze test results, track quality metrics, and report on release readiness to product owners and delivery leads

• Collaborate closely with developers, architects, product owners, and cross-functional teams to embed quality throughout the delivery cycle

• Ensure adherence to Agile/Scrum ceremonies, quality gates, and testing standards
  
  What You Must Have
  
  - At least a Bachelor's degree in one of the following fields of study: Accounting, Computer and Information Science, Finance, Information CyberSecurity, Information Technology, Management Information Systems
  - At least 12 years of experience
  - Oral and written proficiency in English required
  
  What Sets You Apart
  

• Strong hands-on experience in contact center testing across IVR flows, conversational AI, chatbots, agent desktops, and CRM integrations

• Proven expertise in Cyara automation testing or comparable CCaaS test automation platforms

• Strong command of core testing practices including functional, regression, sanity / smoke, system integration, performance, and manual QA

• Solid experience in test planning, test case design / test case writing, and test script development

• Hands-on experience in API testing using Postman, including REST endpoint validation and authentication flows

• Proficiency in SQL for data validation, backend verification, and reporting

• Experience coordinating and executing User Acceptance Testing (UAT) with business stakeholders

• Strong defect management skills using standard ALM / defect tracking tools

• Working knowledge of CCaaS platform features including IVR, ACD, routing strategies, QM, WFM, and digital channels

• Exposure to Gen AI / Agentic AI and prompt engineering applied to test design and automation

• Strong understanding of LLM architectures (GPT, Claude, Gemini, Llama, Mistral) and their tradeoffs

• Hands-on exposure to agentic AI frameworks LangChain, LangGraph, LlamaIndex, AutoGen, CrewAI, or similar

• RAG architecture design (vector databases: Pinecone, Weaviate, FAISS, Chroma)

• Prompt engineering, fine-tuning (LoRA/PEFT), and evaluation frameworks (RAGAS, custom eval harnesses)

• Cloud platforms: AWS Bedrock, Azure OpenAI Service, GCP Vertex AI

• Programming: Python (must-have); familiarity with APIs, microservices architecture

• Understanding of MLOps/LLMOps tools (MLflow, Weights & Biases, LangSmith)

• Knowledge of multi-agent orchestration, tool/function calling, and autonomous workflow design

• Certification in cloud platforms like AWS, Azure, or GCP are required

Platforms & Technologies:

• CCaaS platforms: Amazon Connect, NICE CXone Mpower, Genesys CX

• Cloud & serverless: AWS (Connect, Lambda, Lex, AWS AI Agents), Azure

• AI & Gen AI: Amazon Bedrock, Google CCP, OpenAI, Kore.ai

• Tools: Cyara and Selenium

• Version control: GitHub

• Cisco UCCE, PCCE, and Webex is a plus

Methodologies & Tools:

• Experience working in SAFE Agile / Agile / Scrum development environments

• Familiarity with CI/CD pipelines and integrating automated tests into continuous delivery workflows is a plus
  

Travel Requirements

Not Specified

Job Posting End Date