Job Title -Test Lead Dynamics 365 CRM CCaaS Testing

Contract

Toronto

Required Skills

Test Planning

Test Management

Microsoft Dynamics CRM

Dynamics 365

Test Automation Quality Assurance

CICD Integration

Contact Center as a Service CCaaS Testing

Job Summary

We are seeking an experienced Test Lead with strong expertise in Microsoft Dynamics 365 CRM Test Management and Enterprise Testing Practices to lead quality assurance initiatives for largescale Contact Center as a Service CCaaS programs The ideal candidate will be responsible for defining and executing the overall testing strategy leading QA teams driving automation performance testing and reporting oversee offshore delivery quality across customer interaction channels and supporting continuous delivery practices

With 10-15 years of experience the candidate should demonstrate strong leadership capabilities in managing testing teams governing quality processes engaging stakeholders and driving quality engineering transformation initiatives across complex enterprise programs

Key Responsibilities

Test Strategy Planning

Develop and implement a comprehensive testing strategy for the CCaaS program ensuring coverage across functional integration performance availability and user experience testing

Create detailed test plans test schedules estimation models and quality metrics aligned with project objectives

Define testing standards processes governance frameworks and quality gates across the program

Identify testing risks and establish mitigation strategies to ensure successful project delivery

Test Management Execution

Lead QA teams in designing developing and executing both manual and automated test cases

Manage endtoend testing activities covering voice chat email IVR CRM integrations and omnichannel customer engagement platforms

Coordinate test execution across multiple releases environments and project workstreams

Ensure test deliverables are completed on schedule and meet defined quality standards

Provide testing leadership across largescale transformation and customer experience initiatives

Dynamics 365 CRM Testing

Validate Microsoft Dynamics 365 CRM functionality workflows integrations data migration and customizations





Perform testing of customer service modules case management customer interactions business processes and CRM integrations

Ensure CRM solutions meet business functional technical and nonfunctional requirements

Support testing of customer engagement customer service and contact center capabilities integrated with Dynamics 365

Automation CICD

Drive test automation initiatives through selection and implementation of appropriate automation frameworks and tools

Integrate automated testing into CICD pipelines to support continuous testing and rapid deployments

Improve test coverage efficiency and defect detection through automation best practices

Collaborate with DevOps teams to establish quality engineering and shiftleft testing practices

Defect Management Quality Governance

Monitor testing progress defect trends and quality metrics across the project lifecycle

Lead defect triage meetings root cause analysis sessions and defect resolution activities

Provide actionable quality insights and recommendations to project stakeholders and leadership

Ensure timely closure of defects and validation of fixes

Establish dashboards and reporting mechanisms to measure overall testing effectiveness

Collaboration Stakeholder Management

Collaborate with business teams solution architects developers operations teams vendors and program leadership to define quality objectives

Participate in requirements reviews and solution discussions to identify test scenarios and quality risks

Communicate testing status risks dependencies and mitigation plans to stakeholders and senior leadership

Support release planning golive readiness assessments and production deployment activities

Performance Compliance Testing

Oversee functional integration regression performance system and endtoend testing activities





Validate platform stability scalability reliability resiliency and highavailability requirements

Ensure adherence to organizational standards security policies regulatory requirements and compliance frameworks

Support operational readiness and business continuity validation activities

Leadership Mentoring

Lead and mentor QA team members in testing methodologies automation practices and quality engineering principles

Foster a culture of continuous improvement innovation and quality excellence

Support capability development coaching and knowledgesharing initiatives within the testing organization

Drive adoption of testing best practices standards and quality metrics across teams

Required Qualifications

Bachelors degree in Computer Science Information Technology Engineering or a related field

10-15 years of experience in Software Testing Test Management and Quality Assurance

Strong handson experience with Microsoft Dynamics CRM Dynamics 365 testing and enterprise CRM implementations

Proven experience leading enterprise testing programs QA teams and crossfunctional testing initiatives

Solid expertise in test planning test strategy defect management test execution and quality reporting

Experience managing testing across largescale digital transformation or customer experience programs

Strong understanding of SDLC STLC Agile DevOps CICD and Quality Engineering methodologies

Experience with Azure DevOps JIRA Test Manager or similar test management and defect tracking tools

Excellent analytical problemsolving leadership communication and stakeholder management skills

Preferred Qualifications

Experience with Contact Center as a Service CCaaS platforms and omnichannel customer service solutions

Experience testing integrations between Dynamics 365 and customer engagementcontact center platforms

Strong knowledge of test automation frameworks and tools

Experience with cloudbased platforms and enterprise CRM transformation programs

Certifications in ISTQB Microsoft Dynamics 365 Agile Testing Scrum SAFe or related domains will be an added advantage

Experience working in largescale digital transformation CRM modernization and customer experience programs

📌 Test Lead (Toronto)
🏢 Epsilon Solutions
📍 Toronto