Quality Specialist II B - GBS IND

Job Description:

About Us

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day.

Being a Great Place to Work and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits.

We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve.

Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

Global Business Services

Global Business Services delivers Technology and Operations capabilities to Lines of Business and Staff Support Functions of Bank of America through a centrally managed, globally integrated delivery model and globally resilient operations.

Global Business Services is recognized for flawless execution, sound risk management, operational resiliency, operational excellence, and innovation.

In India, we are present in five locations and operate as BA Continuum India Private Limited (BACI), a non-banking subsidiary of Bank of America Corporation and the operating company for India operations of Global Business Services.

Process Overview*

BA Continuum India Pvt. Ltd. supports business process, information technology and knowledge process across Consumer Banking, including Card and Home Loans, Legacy Asset Servicing, Global Banking and Markets, and Global Wealth and Investment Management lines of business at Bank of America.

Client Facing Platforms Technology provides technology solutions for the Bank’s Digital, Online, Mobile, Contact Center and Voice, Payments and Commerce, Banking Center, and Architecture Technology, in support of Consumer and Global Wealth client-facing channels.

Job Description*. 

Software Engineer with strong expertise in Testing, developing, supporting, and testing Interactive Voice Response (IVR) applications and voice-routing solutions using Genesys technologies. The ideal candidate will have hands-on experience with Automatic Speech Recognition (ASR), Text-to-Speech (TTS), call flow development, and contact center technologies, with a strong focus on delivering reliable, scalable, and customer-centric interaction platforms.

Responsible for the end-to-end development/Validation and quality assurance of Genesys-based voice applications, including requirements analysis, design, development, testing support. Work closely with business stakeholders, architects, developers to build and maintain enterprise-grade customer engagement solutions that enhance customer experience, optimize call routing, and support business objectives.

Contributes to the development of innovative contact center capabilities by integrating conversational AI, cloud-native services, and backend systems while ensuring application stability, performance, security, and compliance with organizational standards. This position requires a strong understanding of IVR technologies, testing methodologies, automation frameworks, and contact center operations, along with the ability to troubleshoot complex issues and drive continuous improvement initiatives across the software development lifecycle.

Responsibilities*
Key responsibilities include:

·        Design, develop, maintain, and support IVR call flows and voice-routing applications using Genesys technologies.

·        Execute manual and automated testing using tools such as Cyara and SOAP UI to validate call flows, speech recognition accuracy, routing logic, system integrations, and overall application performance.

·        Develop and maintain automated test suites, improve test coverage, and ensure continuous quality assurance throughout the software development lifecycle.

·        Build and integrate conversational AI, cloud-native, and microservices-based solutions with backend systems to deliver scalable and reusable customer engagement platforms.

·        Design comprehensive test strategies, test cases, and automation frameworks covering functional, regression, integration, and user acceptance testing.

·        Perform end-to-end development, validation, deployment support, and maintenance of contact center solutions aligned with banking domain processes and enterprise standards.

·        Analyze defects, troubleshoot technical issues, coordinate with development teams for resolution, and support production releases.

·        Collaborate with cross-functional teams in an Agile/Scrum environment using tools such as JIRA and Rally for requirements management, delivery tracking, testing, and release activities.

·        Develop, test, and automate Omni-Channel Chat applications using Selenium and Playwright, ensuring application quality, reliability, cross-browser compatibility, and seamless customer experience.

·        Drive continuous improvement initiatives focused on quality engineering, test automation, operational excellence, and delivery efficiency within a global delivery model.

Requirements

Education*

• Graduation / Post Graduation

Experience Range*

• 4 to 6 years

Foundational skills*

·        Expertise in programming languages and testing tolls such as Java, J2EE, VXML, python, Cyara, SOAP UI, Selenium, and Playwright for functional, integration, regression, and end-to-end testing.

·        Strong problem-solving and analytical skills.

·        Excellent communication and team collaboration abilities.

·        Well versed with Software engineering concepts.

·        Good analytical and debugging skills.

·        Experience of working in agile development methodology scrum/kanban and hands-on in Jira tool.

Desired skills*

·        Knowledge in Genesys Contact Center technologies and tools.

·        Experience of working on global delivery model with demographically distributed teams. 

·        Test Automation framework development

·        Familiarity with CI-CD tools such as Rally, Jira, Jenkins etc.

·        Knowledge of cloud computing systems like Azure, or Google Cloud

·        Understanding of scripting languages like Python

·        Strong capabilities for collaboration and communication.

·        Ability to function both individually and as a team

·        Experience of working on global delivery model with demographically distributed teams. 

Work Timings*: 11:30 AM to 8:30 PM

Job Location*:  Hyderabad