Location– London, UK, FTC, FTE, Contract
3 days Onsite
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.
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.
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