Test Manager / Test Lead – Unified Communications & Contact Centre

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.