Test Manager / Test Lead Unified Communications & Contact Centre

tekishub consulting services pte. ltd.; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

tekishub consulting services pte. ltd. seeks an experienced Test Manager/Lead to drive testing across UC, IVR, telephony and contact centre platforms. You will own test strategy, governance, end-to-end cycles and ensure release readiness across multiple releases.

The role requires hands-on testing for IVR/telephony systems and strong stakeholder communication. Collaboration with business, development, infra and vendor teams is essential to deliver high-quality testing outcomes.

Qualifications

• 7+ years in Unified Communications, Telephony, IVR or Contact Centre testing.

Responsibilities

• Define, own and govern the overall test strategy and plans.
• Act as the accountable owner for testing quality and release readiness.
• Lead, coordinate and mentor Test Leads and Test Engineers (onshore/offshore).
• Manage end-to-end test cycles: planning, execution, environments and data.
• Provide regular updates on testing progress, risks and release readiness to stakeholders.
• Lead functional and integration testing of IVR, telephony, TMAC apps and CC solutions.
• Validate inbound/outbound/callback call flows end-to-end.
• Validate CTI, SIP, VoIP, PBX, SBC and dialer integrations.
• Coordinate testing across Genesys, Avaya, Cisco, NICE, Amazon Connect.
• Support performance and load testing for voice/telephony platforms.
• Ensure defects are prioritized and tracked within timelines.
• Collaborate with business, development, infrastructure and vendors.

Skills

Test leadership

Stakeholder management

Communication

Test governance

Telephony testing

Tools

Empirix Hammer

CallMaster

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.