Job Description

We are looking for an experienced Test Manager / Test Lead to lead testing activities for Unified Communications (UC), IVR, Telephony and Contact Centre platforms. The successful candidate will be responsible for defining the overall test strategy, managing end-to-end testing activities and ensuring quality and release readiness across complex UC and Contact Centre programmes.

Key Responsibilities

Define, establish and own the overall test strategy, planning, execution and governance for Unified Communications, IVR, Telephony and Contact Centre programmes.
Act as the key point of accountability for testing quality and release readiness across multiple releases.
Lead, coordinate and mentor Test Leads and Test Engineers across onshore and offshore teams.
Manage end-to-end test cycles, including test planning, execution, environments, test data, defect management and reporting.
Provide regular updates on testing progress, risks, defects and release readiness to project management and senior stakeholders.
Lead functional and integration testing of IVR systems, Telephony platforms, TMAC applications and Contact Centre solutions.
Perform end-to-end validation of inbound, outbound and callback call flows.
Validate integrations involving CTI, SIP, VoIP, PBX, SBC and dialer technologies.
Coordinate testing across Contact Centre platforms such as Genesys, Avaya, Cisco, NICE or Amazon Connect.
Support performance and load testing activities for voice and Telephony platforms.
Ensure defects are appropriately prioritised, tracked and resolved within agreed timelines.
Work closely with business, development, infrastructure and vendor teams to ensure successful delivery of testing activities.

Requirements

Minimum 7 years of experience in Unified Communications, Telephony, IVR or Contact Centre testing.
At least 3-5 years of experience in a Test Manager, Test Lead or similar leadership role.
Strong hands-on experience testing IVR systems, Telephony platforms, TMAC applications and Contact Centre solutions.
Strong understanding of inbound, outbound and callback call flows.
Good knowledge of Telecom and Contact Centre technologies including CTI, SIP, VoIP, PBX, SBC and dialer systems.
Experience with one or more Contact Centre platforms such as Genesys, Avaya, Cisco, NICE or Amazon Connect.
Experience in banking, financial services or large-scale Contact Centre transformation programmes is advantageous.
Hands-on knowledge of IVR automation/testing tools such as Empirix Hammer, CallMaster or similar tools.
Experience in performance and load testing for voice platforms.
Strong stakeholder management, communication, leadership and test governance skills.