Lead Consultant – QA (Contact Center & Agentic Application Testing)

Ready to build the future with AI
At Genpact we dont just keep up with technologywe set the pace. AI and digital innovation are redefining industries and were leading the charge. Genpacts AI Gigafactory our industry-first accelerator is an example of how were scaling advanced technology solutions to help global enterprises work smarter grow faster and transform at scale. From large-scale models to agentic AI our breakthrough solutions tackle companies most complex challenges.
If you thrive in a fast-moving innovation-driven environment love building and deploying cutting-edge AI solutions and want to push the boundaries of whats possible this is your moment.
Genpact (NYSE: G) is anadvanced technology services and solutions company that deliverslastingvalue for leading ourdeep business knowledge operational excellence and cutting-edge solutions we help companies across industries get ahead and stay by curiosity courage and innovationour teamsimplementdata technology and AItocreate tomorrow to know us onLinkedInXYouTube andFacebook.

Inviting applications for the role of Lead Consultant QA (Contact Center & Agentic Application Testing)
We are looking for a seasoned QA Lead Consultant with deep expertise in Amazon Connect and AI-driven (Agentic) applications. This role will lead quality engineering efforts for cloud-based contact center solutions and autonomous conversational systems ensuring seamless customer experience scalability and reliability.

Responsibilities
Define and drive QA strategy for Amazon Connect implementations and AI-driven systems
Collaborate with stakeholders (Product Dev Ops Business) to align testing with business goals
Validate end-to-end call flows within Amazon Connect (inbound/outbound)
Test IVR workflows using Contact Flows Lambda integrations and routing profiles
Validate integrations with AWS services like AWS Lambda Amazon Lex and Amazon CloudWatch
Perform testing of:
oCall routing queue management and agent assignment
oAgent workspace (CCP Contact Control Panel)
oOmni-channel support (voice chat tasks)
Validate CRM integrations (Salesforce ServiceNow etc.)
Design QA strategies for AI-powered agents (chatbots voice bots)
Test conversational flows built on Amazon Lex or other LLM frameworks
Perform prompt testing and LLM evaluation (hallucination bias fallback scenarios)
Validate human-in-the-loop and escalation workflows
Conduct load and stress testing for concurrent calls and chat sessions
Validate system performance under peak traffic and failover scenarios
Monitor logs and metrics using Amazon CloudWatch

Qualifications we seek in you!
Minimum Qualifications
BE/BTECH/MCA
Must have proven record of service improvements and excellent customer relationship management.
Preferred Qualifications/ Skills
Strong expertise in test planning execution and defect lifecycle management
Hands-on experience with any automation tools (Selenium Playwright Cypress)
API testing experience (Postman REST Assured)
Strong hands-on experience with Amazon Connect
Knowledge of:
Contact Flows Routing Profiles Queues
CCP (Contact Control Panel)
AWS integrations (Lambda Lex S3 DynamoDB)
Understanding of cloud-native architecture in AWS
Experience testing AI/ML or LLM-based applications
Understanding of conversational AI testing methodologies
Key Competencies:
Strong analytical and debugging skills
Agile/Scrum experience
Excellent communication and stakeholder management
Collaboration and teamwork

Why join Genpact
Lead AI-first transformation Build and scale AI solutions that redefine industries
Make an impact Drive change for global enterprises and solve business challenges that matter
Accelerate your careerGain hands-on experience world-class training mentorship and AI certifications to advance your skills
Grow with the best Learn from top engineers data scientists and AI experts in a dynamic fast-moving workplace
Committed to ethical AI Work in an environment where governance transparency and security are at the core of everything we build
Thrive in a values-driven culture Our courage curiosity and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress
Come join the 140000 coders tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up.
Lets build tomorrow together.

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race color religion or belief sex age national origin citizenship status marital status military/veteran status genetic information sexual orientation gender identity physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity customer focus and innovation.
Furthermore please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a starter kit paying to apply or purchasing equipment or training.