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

years of professional experience

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

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