Test Lead - SAP Service Cloud / C4C (2-3 Year Contract)

Job Description

Job Description

Job Title: Test Lead (2-3 Year Contract)
Location: Columbus, OH
Work Model: Remote with required travel to Columbus once every 3 weeks for 3 days onsite
Rate: $100–$130/hour depending on experience
Contract Term: Immediate start – December 31, 2028
Possibility of Extension: Yes, possibility of extension beyond 2028
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 Test Lead to support a multi-year Customer Transformation Program focused on modernizing customer service, customer-facing digital capabilities, SAP Service Cloud, omnichannel routing, and related business and technology processes.

This role will serve as the testing lead across the full program, supporting both the technology side and business side of testing. The Test Lead will be responsible for defining the overall testing approach, coordinating test planning and execution, managing testing risks and defects, supporting business readiness, and ensuring solutions are validated before major implementation milestones.

The first major implementation is targeted for March 2027 , with continued program testing and rollout activity expected through 2028. The ideal candidate has strong enterprise testing leadership experience, preferably within customer transformation, SAP Service Cloud / SAP C4C, customer-facing digital platforms, omnichannel routing, or utility environments.

Key ResponsibilitiesProgram Test Leadership

• Serve as the Test Lead for the overall Customer Transformation Program.

• Lead testing efforts across both technical and business workstreams.

• Define, manage, and execute the overall test strategy, test plan, testing roadmap, and testing governance approach.

• Coordinate testing across multiple systems, vendors, business teams, IT teams, and implementation partners.

• Ensure testing activities align with program timelines, implementation milestones, release plans, and business readiness needs.

• Provide testing leadership for the first major go-live targeted for March 2027 and subsequent releases through 2028.

Test Planning & Governance

• Develop and maintain program-level test plans, test schedules, test entry and exit criteria, defect management processes, and status reporting.

• Establish clear testing roles, responsibilities, timelines, dependencies, and escalation paths.

• Coordinate with project managers, business analysts, solution architects, vendors, and business stakeholders to confirm testing scope and priorities.

• Lead test readiness reviews, test execution checkpoints, defect triage meetings, and go-live readiness discussions.

• Ensure testing documentation is clear, complete, traceable, and aligned to approved requirements and solution designs.

• Monitor testing progress, risks, issues, dependencies, and resource needs across program workstreams.

Business and Technical Testing Coordination

• Coordinate testing across business users, technology teams, system integrators, vendors, and program leadership.

• Support test planning and execution for technical testing, system integration testing, end-to-end testing, regression testing, user acceptance testing, and business process validation.

• Ensure test scenarios reflect real business processes, customer journeys, agent workflows, system integrations, and operational impacts.

• Partner with business stakeholders to define UAT scope, identify test participants, support test script development, and manage business testing execution.

• Validate that delivered functionality meets business requirements, customer needs, system requirements, and operational expectations.

SAP Service Cloud, Digital Front End & Omnichannel Testing

• Support testing for SAP Service Cloud / SAP C4C capabilities, including customer service processes, case management, customer account views, and service workflows.

• Coordinate testing for customer-facing digital front-end capabilities, including online customer requests, digital service interactions, and related self-service functionality.

• Support testing for omnichannel routing capabilities, including call routing, chat routing, IVR entry points, customer requests, and related customer interaction flows.

• Ensure testing validates end-to-end customer journeys across SAP C4C, digital channels, IVR, routing modules, business processes, and supporting integrations.

• Partner with technical teams and business SMEs to identify testing gaps tied to customer experience, agent experience, process flow, data quality, and system integration.

Defect Management & Issue Resolution

• Own and manage the defect lifecycle across testing phases.

• Lead defect triage meetings with IT, vendors, business stakeholders, and project teams.

• Ensure defects are clearly documented, prioritized, assigned, tracked, retested, and closed.

• Escalate high-priority defects, blockers, and testing risks that could impact go-live readiness or business operations.

• Track root causes, recurring issues, testing gaps, and quality trends.

• Provide leadership with clear visibility into defect status, severity, resolution progress, and go-live risk.

Reporting, Communication & Stakeholder Engagement

• Provide regular testing status updates to program leadership, project teams, business stakeholders, and technology partners.

• Communicate testing progress, risks, blockers, defects, decisions, and readiness concerns clearly and proactively.

• Prepare test dashboards, executive summaries, readiness updates, action trackers, and issue logs.

• Facilitate testing meetings, working sessions, readiness reviews, and stakeholder discussions.

• Translate testing and technical issues into clear business impacts for non-technical stakeholders.

• Maintain alignment between business testing expectations and technical delivery timelines.

Go-Live Readiness & Post-Deployment Support

• Support go-live readiness assessments from a testing and quality perspective.

• Validate that critical defects, open risks, test coverage, business signoffs, and readiness criteria are understood before release decisions.

• Support implementation readiness, release validation, production smoke testing, and post-deployment stabilization.

• Partner with program leadership to identify testing risks that could impact customer experience, business operations, or system adoption.

• Support lessons learned and continuous improvement across testing cycles and future releases.

Day-to-Day Responsibilities

• Build and maintain the program test plan, testing schedule, testing trackers, and status reporting.

• Coordinate with business, IT, vendors, and program teams on test preparation and execution.

• Lead test readiness sessions, defect triage meetings, and testing status reviews.

• Track testing progress across technical testing, SIT, end-to-end testing, regression testing, and UAT.

• Support SAP C4C, digital front-end, omnichannel, IVR, call routing, chat routing, and customer request testing.

• Confirm test scenarios and scripts align to business requirements and customer journeys.

• Manage defect tracking, retesting, prioritization, and escalation.

• Prepare testing updates for program leadership and key stakeholders.

• Travel to Columbus once every 3 weeks for 3 days onsite to support program meetings, testing coordination, and stakeholder alignment.

Required Qualifications

• 7+ years of experience in software testing, quality assurance, test management, business testing, or related program delivery roles.

• Experience leading testing for large enterprise transformation programs.

• Experience managing both technical testing and business-side testing activities.

• Strong experience developing test strategies, test plans, test schedules, test scenarios, test scripts, defect management processes, and testing status reports.

• Experience coordinating SIT, end-to-end testing, regression testing, UAT, go-live readiness, and post-deployment validation.

• Strong defect management experience, including triage, prioritization, escalation, retesting, and closure.

• Ability to work across business stakeholders, IT teams, vendors, system integrators, project managers, business analysts, and solution architects.

• Strong understanding of requirements traceability, test coverage, acceptance criteria, and release readiness.

• Excellent written and verbal communication skills.

• Strong facilitation, organization, and stakeholder management skills.

• Ability to operate in a complex, fast-paced, multi-year program environment.

• Ability to travel to Columbus, OH once every 3 weeks for 3 onsite days.

Preferred Qualifications

• Experience with SAP Service Cloud / SAP C4C .

• Experience testing customer service, case management, customer 360, customer account, or service workflow capabilities.

• Experience with customer-facing digital front-end platforms, including online requests, self-service tools, customer portals, mobile capabilities, or related digital channels.

• Experience with omnichannel testing, including call routing, chat routing, IVR, IVA, ACD, contact center routing, or customer interaction workflows.

• Utilities or energy industry experience.

• Experience with customer transformation, customer operations, contact center transformation, CRM implementation, or digital transformation programs.

• Experience working with SAP, NICE CXone, CCaaS, CRM, CIS, billing, or customer information system environments.

• Experience with test management tools such as qTest, ALM, Jira, Azure DevOps, or similar platforms.

• Experience coordinating testing across multiple vendors, systems integrators, and business workstreams.

• Experience supporting phased releases, major go-lives, hypercare, and post-deployment stabilization.

Core Competencies

• Program Test Leadership

• Test Strategy

• Test Planning

• Test Governance

• Business Testing

• Technical Testing

• System Integration Testing

• End-to-End Testing

• User Acceptance Testing

• Regression Testing

• Defect Management

• Go-Live Readiness

• SAP Service Cloud / SAP C4C

• Customer Transformation

• Digital Front End Testing

• Omnichannel Routing

• IVR / Chat / Call Routing

• Customer Service Processes

• Stakeholder Management

• Vendor Coordination

• Testing Status Reporting

Ideal Candidate Profile

The ideal candidate is a senior testing leader who can own testing across a large, complex Customer Transformation Program. They should be comfortable coordinating both technical and business testing, managing defects and testing risks, supporting executive-level visibility, and ensuring business stakeholders are ready for major program releases. The strongest candidates will bring SAP Service Cloud / SAP C4C experience, customer-facing digital platform testing experience, omnichannel or routing experience, and utilities industry exposure.