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Contact Center Workflow QA Lead (Pune) at Codvo.ai

Pune, maharashtra, India -

Full Time

Start Date

Immediate

Expiry Date

26 May, 26

Salary

0.0

Posted On

25 Feb, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Ivr, Routing Engines, Escalation Logic, Queue Systems, Workflow Reliability, Compliance Controls, Skill-based Routing, Omnichannel Journey, Scenario Simulation, Peak Load, Failover, State Transition, Workflow Automation, Call Masking, Secure Routing, Audit Log

Industry

Software Development

Description

Contact Center Workflow QA Lead Role Overview Own validation of IVR, routing engines, escalation logic, andqueue systems. Ensure workflow reliability under peak traffic and edge conditions. Embed compliance controls into contact center testing. Core Responsibilities Skill-based routing andIVR decision tree validation. Omnjchannel journey and escalation testing. Scenario simulation for peak load and faiover. State transition and workflow automation frameworks. Call masking, secure routing, and audit log validation. Ideal Background Experience in contact center or telecom workflow testing. Strong understanding of SIPNolP or routing platforms. Experience in scenario driven automation. Exposure to regulated call environments.

Responsibilities

The lead is responsible for owning the validation of critical contact center components including IVR, routing engines, escalation logic, and queue systems. This involves ensuring workflow reliability under peak traffic and embedding necessary compliance controls into the testing procedures.