Contact Centre Test Lead

We are a Global Recruitment specialist that provides support to the clients across EMEA, APAC, US and Canada. We have an excellent job opportunity for you.

Location: London

Days on site: 2-3 days onsite/week

Pay Rate: £358 per day all inc. (PAYE through Umbrella)

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

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.

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

Preferred:

• Experience in insurance or financial services domain.
• Familiarity with infrastructure migration assurance frameworks.
• Knowledge of UAT governance and quality gates.

Focus Areas:

• Gamma Telephony Solutions
• Cisco Webex Calling & Contact Centre
• Microsoft Teams Calling
• Vodafone Connectivity & WAN Services
• Infrastructure Migration & Cutover Testing
• Non-Functional Testing (Performance/Resilience)

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