Role Title: Contact Centre Test Lead
Location: London, UK
Days on site: 2-3 days a week
Role Description:
Must-Have Skills:
- Experience with Communication Platforms (phones, Workforce Management (WFM), call/screen recording, web chat, etc.)
- Experience with Telephony Access Layer (connection to the public phone network)
Hands-on experience with Gamma, Cisco Webex Platform, and Microsoft Teams
1. Test Assurance & Governance
- Provide independent QA oversight for the Contact Centre migration programme.
- Review and challenge vendor test strategies, plans, schedules, and coverage.
- Ensure appropriate testing is conducted across: Regression testing, Network configuration validation, Disaster recovery / backup validation, Call recording validation, Integration testing, Rollback and recovery testing and End-to-end business process validation
- Assess risks, gaps, and quality concerns and provide recommendations to leadership.
- Establish entry/exit quality gates and sign-off criteria.
- Collaborate with client leadership, vendors, business users, and technical teams.
- Provide assurance updates, status reports, and escalation management.
- Facilitate defect triage and governance meetings.
1. Test Management & Delivery
- Define and baseline test packs and traceability matrices
- Monitor defect lifecycle and enforce Priority 1 / Priority 2 zero-tolerance governance
- Validate test evidence and completion reporting.
- Ensure business sign-offs and test completion certification are achieved
- The candidate will support and govern activities across: Image Build Validation, Technical Validation, Test Readiness Quality Gates, User Acceptance Testing, Defect Management, Exit Approval Governance and Programme Closure & Lessons Learned
1. Preferred
- Experience in insurance or financial services domain.
- Familiarity with infrastructure migration assurance frameworks.
- Knowledge of UAT governance and quality gates.
**Focus Areas**
Cisco Voice / Contact Centre Testing
Gamma Telephony Solutions
Cisco Webex Calling & Contact Centre
Microsoft Teams Calling
Calabrio WFM & QM
Enterprise Network Testing
Vodafone Connectivity & WAN Services
Infrastructure Migration & Cutover Testing
Non-Functional Testing (Performance/Resilience)
Multi-Vendor Test Leadership
Contact Centre Test Lead in London employer: Capgemini Europe
As a Microsoft Viva Architect in London, you will join a forward-thinking company that prioritises employee experience and innovation. With a strong commitment to professional development, our collaborative work culture fosters continuous learning and growth, while our focus on data-driven solutions ensures that your contributions have a meaningful impact. Enjoy the unique advantage of working in a vibrant city that is at the forefront of technology and business transformation.
