Contact Center Architect -Manager

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 Contact Center Architect - Manager, you will play a pivotal role in our business application consulting team, specializing in consulting services for a variety of business applications to help clients optimize operational efficiency. You will analyze client needs, implement software solutions, and provide training and support for seamless integration and utilization of business applications, enabling clients to achieve their strategic objectives. As a Manager, you will lead teams and manage client accounts, focusing on strategic planning and mentoring junior staff. You are accountable for confirming project success and maintaining standards. Enhancing your leadership style, you motivate, develop, and inspire others to deliver quality. You are responsible for coaching, leveraging team members' unique strengths, and managing performance to deliver on client expectations. With your growing knowledge of how business works, you play an important role in identifying opportunities that contribute to the success of our Firm. You are expected to lead with integrity and authenticity, articulating our purpose and values in a meaningful way. You embrace technology and innovation to enhance your delivery and encourage others to do the same. In this role at PwC Acceleration Center India, you will leverage a broad understanding of various software solutions to assist clients in optimizing operational efficiency through analysis, implementation, training, and support. Within our Technology Consulting practice, you will have the opportunity to work with a diverse range of clients, providing consulting services for a wide range of business applications. 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

Requirements

Technical Skills:

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

What You Must Have - B. Engg./ B. Tech., M. Engg./ M. Tech. from a premier Technical/ Engineering School - 9 - 11 years of experience - Oral and written proficiency in English required What Sets You Apart - At least one of the following: DevOps Engineer certifications, Agile certifications, SAFe or other scaling methodology certifications, Project Management Professional (PMP), Certified Scrum Manager (CSM), or similar PM-related certification - Demonstrating proficiency in business data analytics and strategic planning - Utilizing advanced analytical reasoning to solve complex problems - Implementing technology solutions to drive business transformation - Excelling in coaching and feedback to enhance team performance - Managing performance assessment and resource management effectively - Embracing change and innovation in technology integration