Test Lead/Test Manager

Test Lead/Test Manager

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.

Conditions:

Hybrid - 3 days per week onsite in London

Inside IR35 Contract or Permanent

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.

Test Lead/Test Manager