Praveen Rajkumar
Contact Center Team Lead
Summary
Seasoned test lead with 12+ years of expertise in testing and managing contact center applications spanning IVR, agent desktop, and chat routing. Proficient in team leadership and coordination between offshore and onshore vendors, ensuring top-notch solutions delivered through Agile methodologies. Holds certifications in Tricentis, Microsoft Azure, and QTest, demonstrating a proven history of devising groundbreaking testing strategies.
Overview
13
13
years of professional experience
5
5
Certifications
Work History
Test Lead
Accenture Services
1 2016 - Current
- Led a 12-member team to manage testing for BOA US Contact Center Agent Desktop projects, delivering quarterly releases
- Implemented test strategies, defect management, and collaborated with cross-functional teams to integrate security testing, ensuring 100% compliance with regulatory standards
- Created innovative proof of concepts (POCs) for client BOFA, driving performance improvements.
Software Engineer
Servion Global Solutions
01.2012 - 01.2016
- Conducted comprehensive functional and non-functional testing for TTSL Contact Center redesign, ensuring project success and delivery on time
- Led testing efforts for IVR redesign projects for clients like Etisalat UAE, enhancing customer experience through improved self-service options.
Education
Skills
Functional & Non-Functional Testing
IVR & Contact Center Applications
Agile Scrum Methodologies
Test Automation (QTest, UFT, Cyara)
Accessibility Testing (ADA)
Test Planning & Strategy
Defect Management
Tools: ALM, JIRA, SOAP UI
Leadership & Team Management
Certification
Tricentis Certified Specialist
Accomplishments
- Awarded "On the Spot" at Servion Global for successful completion of UAT for ENBD & EIB Contact Center integration.
- Recognized with multiple ACE awards at Accenture for leading key initiatives and innovation in testing.
Timeline
Software Engineer
Servion Global Solutions
01.2012 - 01.2016
Test Lead
Accenture Services
1 2016 - Current