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.

Role Title: Contact Centre Test Lead

Location: London

Duration: Until 30/06/2027

Days on site: 2-3 days onsite/week

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

Sector: Insurance

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:

• Cisco Voice / Contact Centre Testing
• Gamma Telephony Solutions
• Cisco Webex Calling & Contact Centre
• Microsoft Teams Calling
• Calabrio WFM & QM
• Enterprise Network Testing
• Vodafone Connectivity & WAN Services
• Infrastructure Migration & Cutover Testing
• Non-Functional Testing (Performance/Resilience)
• Multi-Vendor Test Leadership

If you are interested in this position and would like to learn more, please send through your CV and we will get in touch with you as soon as possible. Please note, candidates are often Shortlisted within 48 hours.