Contract

Contact Centre Tester

Ref: BBBH68449_1791370933

London

Whitehall Resources are currently looking for a Contact Centre Tester based in London for an initial 6 month contract.

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Job Spec:
We are seeking an experienced Contact Centre Migration Tester to provide end-to-end test leadership, quality assurance governance, and independent validation across a large-scale Contact Centre transformation and migration programme. The successful candidate will be accountable for ensuring robust testing, risk management, quality controls, and business readiness throughout the migration lifecycle.

This role requires extensive experience across contact centre technologies, telephony platforms, workforce optimisation tools, infrastructure migration programmes, and multi-vendor delivery environments.

The Tester will work closely with programme leadership, business stakeholders, technology teams, and third-party vendors to ensure all testing activities meet defined quality standards and support successful deployment into production.

Key Responsibilities:

Test Assurance & Governance
Provide independent QA oversight and quality assurance governance across the Contact Centre migration programme.
Review, challenge, and validate vendor test strategies, plans, schedules, scope, and coverage.
Establish and govern testing entry criteria, exit criteria, quality gates, and sign-off standards.
Assess programme risks, testing gaps, quality concerns, and remediation activities, providing recommendations to senior leadership.
Facilitate governance forums, defect triage sessions, quality reviews, and programme assurance meetings.
Produce regular status reporting, assurance updates, risk assessments, and executive-level communications.
Ensure alignment between business, technology, infrastructure, and vendor testing activities.
Test Management & Delivery
Define, maintain, and govern test plans, traceability matrices, test packs, and completion criteria.
Oversee execution and validation of:
Regression Testing
Integration Testing
End-to-End Business Process Testing
Network Configuration Validation
Disaster Recovery & Backup Testing
Rollback & Recovery Testing
Call Recording Validation
Infrastructure Migration Testing
Cutover and Production Readiness Testing
Non-Functional Testing including Performance, Capacity, Resilience, and Availability
Monitor the complete defect lifecycle and enforce strict governance around Priority 1 and Priority 2 defect resolution.
Validate test evidence, defect reporting, quality metrics, and completion reporting.
Ensure business acceptance, stakeholder approvals, and formal test completion certifications are achieved.
Support and govern Image Build Validation, Technical Validation, Test Readiness Reviews, User Acceptance Testing (UAT), Exit Approval Processes, Programme Closure activities, and Lessons Learned reviews.

Required Skills & Experience:

Contact Centre & Communications Platforms
Extensive experience testing and assuring Contact Centre technologies, including:
Telephony Platforms
Workforce Management (WFM)
Quality Monitoring & Call Recording Solutions
Web Chat Platforms
Agent Desktop Solutions
Contact Centre Reporting Tools
Telephony & Collaboration Platforms
Strong hands-on experience with:
Gamma Telephony Services
Cisco Webex Calling
Cisco Webex Contact Centre
Microsoft Teams Calling
Telephony Access Layer solutions and connectivity to the Public Switched Telephone Network (PSTN)
Workforce Optimisation & Contact Centre Tools

Experience with:

Calabrio WFM
Calabrio Quality Management (QM)
Call and Screen Recording Platforms
Workforce Scheduling and Forecasting Solutions
Infrastructure & Network Testing

Proven experience across:
Enterprise Network Testing
Vodafone Connectivity and WAN Services
Infrastructure Migration and Transformation Programmes
Cutover Planning and Validation
Disaster Recovery Testing
Resilience and Availability Testing
Leadership & Governance
Experience leading testing activities within complex, multi-vendor delivery environments.
Strong stakeholder management and executive communication skills.
Proven ability to manage testing governance, assurance reviews, risk management, and quality control frameworks.
Demonstrated success delivering migration programmes within highly regulated environments.

Preferred Experience:

Experience within Insurance or Financial Services organisations.
Knowledge of infrastructure migration assurance frameworks and governance methodologies.
Strong understanding of UAT governance models, business readiness processes, and quality gate controls.
Experience delivering large-scale Contact Centre transformation, telephony migration, or cloud contact centre programmes.

Key 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 & Availability)
Multi-Vendor Test Leadership
Test Assurance & Quality Governance
Contact Centre Transformation Programmes

All of our opportunities require that applicants are eligible to work in the specified country/location, unless otherwise stated in the job description.

Whitehall Resources are an equal opportunities employer who value a diverse and inclusive working environment. All qualified applicants will receive consideration for employment without regard to race, religion, gender identity or expression, sexual orientation, national origin, pregnancy, disability, age, veteran status, or other characteristics.