Test Manager

Experience 10 to 15 Years




Required Skills




Test Planning 10-15 Years
Test Management 10-15 Years
Microsoft Dynamics CRM 10-15 Years
Dynamics 365 10-15 Years
Test Automation Quality Assurance
CICD Integration
Contact Center as a Service CCaaS Testing




Job Summary




We are seeking an experienced Test Lead with strong expertise in Microsoft Dynamics 365 CRM Test Management and Enterprise Testing Practices to lead quality assurance initiatives for largescale Contact Center as a Service CCaaS programs The ideal candidate will be responsible for defining and executing the overall testing strategy leading QA teams driving automation performance testing and reporting oversee offshore delivery quality across customer interaction channels and supporting continuous delivery practices




With 1015 years of experience the candidate should demonstrate strong leadership capabilities in managing testing teams governing quality processes engaging stakeholders and driving quality engineering transformation initiatives across complex enterprise programs




Key Responsibilities




Test Strategy Planning




Develop and implement a comprehensive testing strategy for the CCaaS program ensuring coverage across functional integration performance availability and user experience testing
Create detailed test plans test schedules estimation models and quality metrics aligned with project objectives
Define testing standards processes governance frameworks and quality gates across the program
Identify testing risks and establish mitigation strategies to ensure successful project delivery




Test Management Execution




Lead QA teams in designing developing and executing both manual and automated test cases
Manage endtoend testing activities covering voice chat email IVR CRM integrations and omnichannel customer engagement platforms
Coordinate test execution across multiple releases environments and project workstreams
Ensure test deliverables are completed on schedule and meet defined quality standards
Provide testing leadership across largescale transformation and customer experience initiatives




Dynamics 365 CRM Testing




Validate Microsoft Dynamics 365 CRM functionality workflows integrations data migration and customizations
Perform testing of customer service modules case management customer interactions business processes and CRM integrations
Ensure CRM solutions meet business functional technical and nonfunctional requirements
Support testing of customer engagement customer service and contact center capabilities integrated with Dynamics 365




Automation CICD




Drive test automation initiatives through selection and implementation of appropriate automation frameworks and tools
Integrate automated testing into CICD pipelines to support continuous testing and rapid deployments
Improve test coverage efficiency and defect detection through automation best practices
Collaborate with DevOps teams to establish quality engineering and shiftleft testing practices




Defect Management Quality Governance




Monitor testing progress defect trends and quality metrics across the project lifecycle
Lead defect triage meetings root cause analysis sessions and defect resolution activities
Provide actionable quality insights and recommendations to project stakeholders and leadership
Ensure timely closure of defects and validation of fixes
Establish dashboards and reporting mechanisms to measure overall testing effectiveness




Collaboration Stakeholder Management




Collaborate with business teams solution architects developers operations teams vendors and program leadership to define quality objectives
Participate in requirements reviews and solution discussions to identify test scenarios and quality risks
Communicate testing status risks dependencies and mitigation plans to stakeholders and senior leadership
Support release planning golive readiness assessments and production deployment activities




Performance Compliance Testing




Oversee functional integration regression performance system and endtoend testing activities
Validate platform stability scalability reliability resiliency and highavailability requirements
Ensure adherence to organizational standards security policies regulatory requirements and compliance frameworks
Support operational readiness and business continuity validation activities




Leadership Mentoring




Lead and mentor QA team members in testing methodologies automation practices and quality engineering principles
Foster a culture of continuous improvement innovation and quality excellence
Support capability development coaching and knowledgesharing initiatives within the testing organization
Drive adoption of testing best practices standards and quality metrics across teams




Required Qualifications




Bachelors degree in Computer Science Information Technology Engineering or a related field
1015 years of experience in Software Testing Test Management and Quality Assurance
Strong handson experience with Microsoft Dynamics CRM Dynamics 365 testing and enterprise CRM implementations
Proven experience leading enterprise testing programs QA teams and cross functional testing initiatives
Strong expertise in test planning test strategy defect management test execution and quality reporting
Experience managing testing across largescale digital transformation or customer experience programs
Strong understanding of SDLC STLC Agile DevOps CICD and Quality Engineering methodologies
Experience with Azure DevOps JIRA Test Manager or similar test management and defect tracking tools
Excellent analytical problem-solving leadership communication and stakeholder management skills




Preferred Qualifications




Experience with Contact Center as a Service CCaaS platforms and omnichannel customer service solutions
Experience testing integrations between Dynamics 365 and customer engagement contact center platforms
Strong knowledge of test automation frameworks and tools
Experience with cloud based platforms and enterprise CRM transformation programs
Certifications in ISTQB Microsoft Dynamics 365 Agile Testing Scrum SAFe or related domains will be an added advantage
Experience working in largescale digital transformation CRM modernization and customer experience programs