User Acceptance Testing Manager

The role:

We are seeking an experienced User Acceptance Testing (UAT) Manager to lead and own the UAT phase of global Genesys Cloud implementation. This is a critical delivery role responsible for ensuring the platform meets business requirements across multiple contact centres, brands, and regions.
You will coordinate UAT activities across distributed stakeholders, ensuring structured execution, clear reporting, and high-quality outcomes. This is a hands-on role where you will also participate in testing to maintain a detailed understanding of system behaviour and defects.

The testing scope will be extensive including the customer facing channels (Voice, Email, Chat, WhatsApp) as well as back office processes such as work items and integrations with Booking Systems and Salesforce.

In addition to assisting with the review and development of test plans you will be responsible for managing, tracking and reporting on progress including ensuring the appropriate reporting and resolution of defects.

What you'll do:

Review and develop UAT test plans and approach
• Define and own the UAT strategy, approach, and detailed test plans
• Establish entry and exit criteria
• Ensure traceability between requirements and test scenarios
Monitor and report on progress
• Coordinate UAT across global teams and SMEs
• Support hands-on testing where required
• Validate end-to-end journeys across voice, digital channels, and back-office workflows
Defect management and resolution
• Own defect lifecycle including triage and prioritisation
• Lead defect triage sessions
• Ensure visibility of defect status and impact
Reporting & Sign-off
• Provide structured reporting on progress and risks
• Drive readiness for UAT sign-off
Stakeholder collaboration
• Work with Product Owners, SMEs, and Operations
• Coordinate across regions and time zones
• Communicate progress and risks clearly to both technical and non-technical audiences

Who we're looking for:
Essential
• UAT Management Experience - Proven experience leading UAT for large-scale enterprise systems
• Attention to detail – laser focus on ensuring processes is followed and all bases are covered
• Strong written and verbal communication - ability to provide updates clearly and adapt your message for different audiences
• Organised and accountable - you'll be managing multiple workstreams and will need to stay on top of them
• Note – This is a global project supporting Contact Centres around the world. A flexible approach to working schedule is therefore required. The majority of testers are Business Users, i.e. testing is not there day job and they will need clear instructions, training and guidelines in the processes to follow.

Nice to Have
• Experience with Test Rail
• Experience with Genesys Cloud
• Experience with Service Now
• Experience with Contact Centre Operation