We are looking for an experienced Test Manager/Test Lead to lead end-to-end test delivery, test assurance, quality governance, automation and AI adoption across a major Contact Centre and Telephony Transformation programme.
This role will be responsible for driving testing strategy, execution and governance across a complex ecosystem including Vodafone Voice Network, Cisco Contact Centre (VCC), Cisco Finesse, VONE-C, Jabber, Microsoft Teams Calling (Direct Routing), IVR, Verint, NICE WFM, eGain Webchat, Call Miner, Tiger Prism, Dubber, Qualtrics and associated policy and claims platforms.
Key Responsibilities
- Own and deliver the end-to-end testing strategy across voice, digital and customer interaction channels.
- Lead SIT, E2E, OAT and UAT phases, ensuring robust quality assurance and governance.
- Establish test standards, quality gates, metrics, reporting and executive-level test assurance.
- Coordinate testing activities across multiple vendors, business teams and technology partners.
- Validate customer journeys across telephony, IVR, webchat, call recording, workforce management, analytics, reporting and payment processing platforms.
- Drive test automation opportunities across contact centre workflows and customer interaction journeys.
- Support AI-enabled testing approaches, including intelligent test design, test data generation, predictive analytics and automated quality reporting.
- Ensure operational readiness, cutover validation and go-live assurance.
Essential Skills & Experience
- Proven experience as a Test Manager/Test Lead delivering large-scale Contact Centre, Telephony or Customer Service Transformation programmes.
- Strong expertise in Test Governance, Test Assurance, Risk Management and End-to-End Test Delivery.
- Experience with Cisco Contact Centre technologies, Microsoft Teams Calling and IVR platforms.
- Strong understanding of Contact Centre integrations including recording, workforce management, webchat and reporting solutions.
- Experience implementing test automation frameworks and continuous testing practices.
- Knowledge of AI adoption within testing and customer service environments.
- Excellent stakeholder management, vendor management and leadership skills.
- Experience with Verint, NICE WFM, eGain, Qualtrics, Call Miner, Dubber and related contact centre technologies.
- Insurance or Financial Services experience.
- Knowledge of Conversational AI, Generative AI, Agent Assist, Speech Analytics and Intelligent Automation solutions.
Ideal Candidate
A strategic yet hands-on Test Leader who can provide executive-level quality assurance while driving delivery across a complex multi-vendor contact centre landscape. The successful candidate will champion automation-first testing practices and AI-enabled quality engineering, ensuring a seamless and reliable customer experience across all communication channels.
#J-18808-Ljbffr
Test Manager / Test Lead – Contact Centre & Telephony Transformation employer: N Consulting Global
As an IT Business Systems Analyst at our Darlington location, you will thrive in a dynamic work culture that prioritises innovation and collaboration. We offer competitive benefits, a commitment to employee growth through continuous learning opportunities, and the chance to lead impactful projects that enhance manufacturing processes. Join us to be part of a team that values your expertise and fosters a supportive environment for professional development.
