Test Lead - SAP Service Cloud / C4C

Requirements:

• 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 and managing both technical and business-side testing.
• Strong experience developing test strategies, plans, schedules, scenarios, scripts, defect management processes, and status reports.
• Experience coordinating system integration testing (SIT), end-to-end testing, regression testing, user acceptance testing (UAT), go-live readiness, and post-deployment validation.
• Strong defect management skills, 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, facilitation, organization, and stakeholder management skills.
• Ability to work in a complex, fast-paced, multi-year program environment.
• Ability to travel to Columbus, Ohio, once every three weeks for three onsite days.
• Preferred: Experience with SAP Service Cloud / SAP C4C.
• Preferred: Experience testing customer service, case management, customer 360, customer account, or service workflow capabilities.
• Preferred: Experience with customer-facing digital platforms, online requests, self-service tools, customer portals, mobile capabilities, or related channels.
• Preferred: Experience with omnichannel testing, including call routing, chat routing, IVR, IVA, ACD, contact center routing, or customer interaction workflows.
• Preferred: Utilities or energy industry experience.

Responsibilities:

• Lead testing across the Customer Transformation Programs technical and business workstreams.
• Define and manage the overall testing strategy, plans, roadmap, and governance approach.
• Coordinate testing across systems, vendors, business teams, IT teams, and implementation partners, aligning activities with program timelines, releases, and business readiness needs.
• Develop and maintain program test plans, schedules, entry and exit criteria, defect processes, and status reporting; establish testing roles, dependencies, and escalation paths.
• Coordinate test scope and priorities with project managers, business analysts, solution architects, vendors, and business stakeholders.
• Lead readiness reviews, execution checkpoints, defect triage, and go-live readiness discussions; monitor progress, risks, issues, dependencies, and resource needs.
• Coordinate technical testing, system integration testing, end-to-end testing, regression testing, UAT, and business process validation.
• Ensure scenarios reflect business processes, customer journeys, agent workflows, integrations, and operational impacts; help define UAT scope, select participants, develop scripts, and coordinate execution.
• Validate delivered functionality against business requirements, customer needs, system requirements, and operational expectations.
• Coordinate testing for SAP Service Cloud / SAP C4C, customer-facing digital capabilities, omnichannel routing, IVR, call and chat routing, customer requests, and related integrations.
• Identify testing gaps affecting customer and agent experience, process flows, data quality, or system integration.
• Own the defect lifecycle: document, prioritize, assign, track, retest, close, and escalate defects; monitor root causes, recurring issues, quality trends, and go-live risks.
• Provide testing updates to program leadership and stakeholders, prepare dashboards and readiness materials, facilitate meetings, and explain technical issues in terms of business impact.
• Support go-live assessments, release validation, production smoke testing, post-deployment stabilization, lessons learned, and continuous improvement.
• Maintain test plans, schedules, trackers, and status reports; coordinate test preparation and execution with business, IT, vendor, and program teams.
• Travel to Columbus for onsite program meetings, testing coordination, and stakeholder alignment once every three weeks for three days.

Technologies:

• Cloud
• Support
• Mobile
• SAP
• Flow

More

We are seeking a Test Lead for a multi-year Customer Transformation Program focused on modernizing customer service, digital customer capabilities, SAP Service Cloud, omnichannel routing, and related business and technology processes. The first major implementation is targeted for March 2027, with testing and rollout activity continuing through 2028. This is a remote W-2 contract role based in Columbus, Ohio, with required onsite travel there once every three weeks for three days. The contract is expected to run from an immediate start through December 31, 2028, with a possibility of extension. The rate is $100–$130 per hour, depending on experience. The posting states that U.S. citizens and green card holders are eligible and that visa sponsorship is unavailable.

last updated 43 week of 2026