Test Lead - SAP Service Cloud​/C4C;

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

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.

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

• Lead testing efforts across both technical and business work streams.

• 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.

• 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 work streams.

• 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.

• 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.

• 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…