CCaaS Business Test Lead

CCaaS Business Test Lead

Location: Columbus, OH Work Model for Local Candidates: Hybrid (Tuesday-Thursday onsite, Monday & Friday remote)
Work Model for Non-Local Candidates: Travel as needed, likely every other week Tuesday-Thursday
Rate: $100-$110/hour
Contract Length: June 15, 2026 - December 31, 2026
Extension / Conversion: Strong possibility of extension; overall project length may extend up to 3 years
Employment Type: W-2 Only
Work Authorization: U.S. Citizens Only | Green Card holders also eligible; no visa sponsorship available

Position Overview

We are seeking an experienced CCaaS Test Lead to support a major customer transformation program within a utility environment. This role will sit on the business side of the program and serve as the lead for end-to-end business testing coordination across the CCaaS workstream. The focus of the role is to ensure the business is prepared for testing, that realistic end-to-end customer/contact center scenarios are fully represented in the test approach, and that progress is actively tracked through execution and readiness activities.

The ideal candidate will bring strong experience leading testing efforts for CCaaS, contact center, customer service, or customer program transformations , with the ability to work across business stakeholders, program teams, and technical partners. This individual will act as a testing subject matter expert, helping the business define, validate, and monitor meaningful business-centered scenarios that support successful implementation and adoption.

This role is best suited for someone who understands how customer journeys, contact center processes, and end-to-end business operations must be woven into formal testing cycles, and who is comfortable partnering closely with the business to drive accountability, visibility, and quality throughout the process.

Key Responsibilities

Business-Facing Test Leadership

• Lead business-side testing efforts for the CCaaS workstream within a broader customer transformation program.
• Ensure the business is properly prepared to participate in testing activities, including scenario validation, test execution readiness, defect follow-up, and progress tracking.
• Serve as the primary testing subject matter expert for business stakeholders across the CCaaS program area.
• Help define and operationalize an approach that ensures business-centered, end-to-end test scenarios are incorporated into the overall testing strategy.
• Act as the bridge between business teams, program leadership, QA/testing teams, and technical workstreams.

End-to-End Business Scenario Validation

• Partner with business stakeholders to identify, document, and validate realistic end-to-end customer contact center scenarios.
• Ensure testing covers full business processes across channels, handoffs, integrations, and customer-impacting workflows.
• Help confirm that customer service, agent, supervisor, and operational scenarios are accurately reflected in test planning and execution.
• Validate that critical business use cases are addressed across key testing phases, including system integration testing, end-to-end testing, user acceptance testing, and readiness activities.
• Identify gaps in business scenario coverage and drive remediation.

Test Planning, Execution & Progress Monitoring

• Coordinate with program and testing teams to align test activities, schedules, dependencies, and readiness expectations.
• Track and monitor business testing progress, including scenario completion, execution status, defect trends, risks, and outstanding actions.
• Help business stakeholders understand test milestones, entry/exit criteria, and participation expectations.
• Support defect triage and business issue resolution by helping assess business impact and prioritization.
• Provide clear reporting and status updates to leadership on business testing health, risks, blockers, and overall readiness.

Stakeholder Coordination & Program Support

• Work closely with business leads, customer program stakeholders, contact center leaders, PMs, technical teams, and vendors to ensure alignment across the testing lifecycle.
• Facilitate meetings and working sessions to review scenario readiness, execution progress, issues, dependencies, and next steps.
• Ensure business concerns, dependencies, and operational risks are surfaced and addressed in a timely manner.
• Support coordination across multiple teams to ensure testing reflects real-world business workflows and customer interactions.

Readiness & Quality Support

• Help ensure that business testing activities support overall implementation readiness and operational preparedness.
• Assess whether testing outcomes provide sufficient confidence in business process readiness, customer experience readiness, and operational continuity.
• Support go-live preparation by identifying unresolved business risks, gaps in scenario coverage, and stabilization needs.
• Contribute to lessons learned and continuous improvement recommendations for future testing phases and releases.

Day-to-Day Responsibilities

• Meet with business stakeholders to review testing progress, business scenarios, risks, and open items.
• Validate end-to-end business test scenarios related to contact center and customer operations.
• Track execution progress and monitor completion of business-side testing activities.
• Coordinate with QA, technical teams, vendors, and program leadership on test planning and issue resolution.
• Prepare status reports, scenario trackers, defect summaries, and leadership updates.
• Facilitate working sessions to resolve business testing gaps, dependencies, and readiness concerns.
• Support defect discussions and help prioritize issues based on operational and customer impact.

Required Qualifications

• 7+ years of experience in testing, test leadership, business readiness, or program delivery , with significant involvement in business-side testing activities.
• Proven experience serving as a Test Lead , UAT Lead , Business Test Lead , or similar role in a large transformation environment.
• Strong experience supporting CCaaS, contact center, customer service, or customer transformation programs .
• Experience developing or validating end-to-end business scenarios across business processes, customer journeys, and operational workflows.
• Ability to work closely with business stakeholders to prepare them for structured testing participation.
• Experience tracking and monitoring testing progress, defects, risks, dependencies, and readiness milestones.
• Strong understanding of test phases such as SIT, end-to-end testing, UAT, regression, and go-live readiness .
• Strong facilitation, communication, and stakeholder coordination skills.
• Ability to translate business processes and customer-facing workflows into effective test coverage and execution plans.

Preferred Qualifications

• Experience in the utilities industry strongly preferred.
• Experience supporting a customer program , customer operations transformation, or contact center transformation preferred.
• Familiarity with CCaaS platforms such as Genesys Cloud, NICE CXone, Amazon Connect, Five9 , or similar.
• Experience working in large, matrixed, multi-vendor program environments.
• Experience supporting implementation readiness, hypercare planning, and post-go-live stabilization.
• Knowledge of customer service operations, agent workflows, call routing, digital channels, and customer contact center processes is a plus.

Core Competencies

• Business Test Leadership
• CCaaS / Contact Center Testing
• End-to-End Scenario Validation
• User Acceptance Testing
• Business Readiness
• Test Planning & Progress Tracking
• Defect & Risk Management
• Stakeholder Coordination
• Customer Program Support
• Utility Transformation

Ideal Candidate Profile

The ideal candidate is a strong business-facing testing lead who understands how to ensure real business operations and customer journeys are reflected in the testing process. They are organized, proactive, and credible with stakeholders, and they know how to help the business navigate testing in a structured way while keeping focus on end-to-end outcomes, customer impact, and implementation readiness. Experience in utilities and customer/contact center transformation environments will be especially valuable.