Test Manager/Test Lead

VBeyond Europe; Greater London; On-site; GBP 90,000 - 115,000; Full time

Job summary

VBeyond Europe is seeking an experienced Test Manager/Test Lead to steer end-to-end testing across a major Contact Centre and Telephony Transformation programme in London, with three days on-site. The role focuses on test governance, risk management and delivery across voice, digital and customer interaction channels on a fixed-term contract.

You will lead SIT, E2E, OAT and UAT, drive test automation and AI-enabled testing approaches, and ensure readiness for go-live with robust reporting and

Qualifications

• Proven experience delivering large-scale contact centre transformations.
• Strong governance, assurance and end-to-end test delivery.
• Experience with contact centre integrations and testing automation.

Responsibilities

• Own and deliver 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, WFM, analytics, reporting and payment platforms.
• Drive test automation opportunities across contact centre workflows and journeys.
• Support AI-enabled testing approaches, including intelligent test design and automated quality reporting.
• Ensure operational readiness, cutover validation and go-live assurance.

Skills

Test Strategy

SIT & UAT

Test Governance

Vendor Management

Tools

Cisco Contact Centre

Microsoft Teams Calling

IVR

Verint

NICE WFM

eGain

Qualtrics

Call Miner

Dubber

Job description

Location– London, UK, FTC, FTE, Contract

3 days Onsite

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.

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.
• Experience with Verint, NICE WFM, eGain, Qualtrics, Call Miner, Dubber and related contact centre technologies.
• Insurance or Financial Services experience.
• Knowledge of Conversational AI, Generative AI, Agent Assist, Speech Analytics and Intelligent Automation solutions.