Whitehall Resources
Contact Centre Tester
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Contact Centre Tester
Whitehall Resources are currently looking for a Contact Centre Tester based in London for an initial 6 month contract.
INSIDE IR35
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.
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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
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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
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