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

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.

• 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 work streams.

• 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.

• 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.

• 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.

• 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.