Senior Principal Consultant – QA (Contact Center & Agentic Application Testing)

Genpact View all jobs

  • Gurgaon, Haryana
  • Permanent
  • Full-time
  • 3 days ago
Ready to build the future with AI?At Genpact, we don’t just keep up with technology—we set the pace. AI and digital innovation are redefining industries, and we’re leading the charge. Genpact’s , our industry-first accelerator, is an example of how we’re scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to , 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 what’s possible, this is your moment.Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions – we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI to create tomorrow, today. Get to know us at and on , , , and .Inviting applications for the role of Senior Principal 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.ResponsibilitiesDefine and drive QA strategy for Amazon Connect implementations and AI-driven systemsCollaborate with stakeholders (Product, Dev, Ops, Business) to align testing with business goalsValidate end-to-end call flows within Amazon Connect (inbound/outbound)Test IVR workflows using Contact Flows, Lambda integrations, and routing profilesValidate integrations with AWS services like AWS Lambda, Amazon Lex, and Amazon CloudWatchPerform testing of:Call routing, queue management, and agent assignmentAgent workspace (CCP – Contact Control Panel)Omni-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 frameworksPerform prompt testing and LLM evaluation (hallucination, bias, fallback scenarios)Validate human-in-the-loop and escalation workflowsConduct load and stress testing for concurrent calls and chat sessionsValidate system performance under peak traffic and failover scenariosMonitor logs and metrics using Amazon CloudWatchQualifications we seek in you!Minimum QualificationsBE/BTECH/MCAMust have proven record of service improvements and excellent customer relationship management.Preferred Qualifications/ SkillsStrong expertise in test planning, execution, and defect lifecycle managementHands-on experience with any automation tools (Selenium, Playwright, Cypress)API testing experience (Postman, REST Assured)Strong hands-on experience with Amazon ConnectKnowledge of:Contact Flows, Routing Profiles, QueuesCCP (Contact Control Panel)AWS integrations (Lambda, Lex, S3, DynamoDB)Understanding of cloud-native architecture in AWSExperience testing AI/ML or LLM-based applicationsUnderstanding of conversational AI testing methodologiesKey Competencies:Strong analytical and debugging skillsAgile/Scrum experienceExcellent communication and stakeholder managementCollaboration and teamworkWhy join Genpact?Lead AI-first transformation – Build and scale AI solutions that redefine industriesMake an impact – Drive change for global enterprises and solve business challenges that matterAccelerate your career—Gain hands-on experience, world-class training, mentorship, and AI certifications to advance your skillsGrow with the best – Learn from top engineers, data scientists, and AI experts in a dynamic, fast-moving workplaceCommitted to ethical AI – Work in an environment where governance, transparency, and security are at the core of everything we buildThrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progressCome join the 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up.Let’s 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.

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