Test Manager - Enterprise Contact Centre Transformation

Test Manager - Enterprise Contact Centre Transformation

Location: Flexible / remote-first, with travel to Kuwait for on-site delivery when required
Contract Type: Contract

Remote Status: Remote

• Lead end-to-end test strategy for a large-scale contact centre transformation programme
• Work on an enterprise delivery with clear programme gates and go-live milestones
• Travel and accommodation covered for client-site work in Kuwait
• Collaborate across workstreams, vendors and client teams in a rigorous, detail-oriented environment
• Flexible, remote-first working model with on-site delivery when required

Company Overview

Our client is a specialist management consultancy focused on delivering large-scale contact centre and customer experience transformations for enterprise clients. They operate with a merit-based, collaborative approach, fostering an environment where rigour, clarity and attention to detail drive successful outcomes. Their consultants work effectively across complex programmes, maintaining composure and precision under pressure while supporting clients through significant technology and operational change.

They are currently seeking an experienced Test Manager to join a major contact centre transformation programme. This is an opportunity to lead quality assurance across a complex, multi-workstream delivery with clear accountability for test strategy, defect management and go-live readiness.

Position Overview

As Test Manager, you will own the test strategy and quality assurance process across the entire programme. You will define test phases, manage system integration and user acceptance testing, and lead defect triage through to closure. Your work will directly influence go-live readiness and programme success, providing clear visibility of quality, risk and dependencies to senior stakeholders and securing client sign-off at key decision gates.

Responsibilities

• Define the overall test strategy and test plan across all workstreams
• Align test approach to solution architecture and programme timeline
• Plan test phases, environments, entry and exit criteria, and resource requirements
• Build test scenarios and scripts with workstream consultants covering agreed use cases
• Plan and manage system integration testing across the platform and connected systems
• Plan and manage user acceptance testing with client business users
• Manage bot and channel testing across voice and digital channels
• Run the defect management process, including logging, triage, prioritisation and tracking
• Report defect status, trends and risks clearly to stakeholders
• Chair defect and test progress reviews with client and delivery teams
• Own the test exit and go-live readiness assessment
• Support cutover and rollback planning activities
• Provide test assurance through go-live and into hypercare
• Deliver test and quality assurance content for programme decision gates
• Report test progress, quality, risks and dependencies to the Programme Manager
• Maintain a clear audit trail of test results, sign-offs and decisions

Requirements

• Proven experience as a Test Manager or QA Lead on enterprise technology or integration programmes delivered end to end
• Strong experience of test strategy, test planning, system integration testing and user acceptance testing
• Strong defect management experience, including triage, prioritisation and reporting to closure
• Experience managing user acceptance testing with business users, including preparation and support during execution
• Hands-on experience with test and defect management tools such as Jira, Zephyr, qTest, Azure DevOps or Micro Focus ALM
• Experience of test exit and go-live readiness on a delivery programme
• Strong client-facing skills, able to run test reviews and provide a clear, honest view of quality and risk
• Well organised, able to manage testing across parallel workstreams to fixed timelines and decision gates
• Desirable: experience testing contact centre or CCaaS platforms
• Desirable: consulting delivery background
• Desirable: experience of integration and API testing
• Desirable: recognised testing qualification such as ISTQB
• Desirable: Arabic language ability

Benefits

• Travel and accommodation covered for client-site work in line with company policy

You'll work within a collaborative, merit-based environment where clarity, rigour and effective cross-team working are valued. The consultancy supports professionals who remain calm under pressure and deliver quality outcomes across complex, multi-vendor programmes.

How to Apply

To apply for this role please submit your CV using the form below or email info@blvdr.pl