Job Description

Job Description

Job Overview: Requirement/Must Have: 10-15 years of experience in Software Testing, Test Management, and Quality Assurance. Strong hands-on experience with Microsoft Dynamics CRM / Dynamics 365 testing and enterprise CRM implementations. Proven experience leading enterprise testing programs, QA teams, and cross-functional testing initiatives. Strong expertise in test planning, test strategy, defect management, test execution, and quality reporting. Experience managing testing across large-scale digital transformation or customer experience programs. Strong understanding of SDLC, STLC, Agile, DevOps, CI/CD, and Quality Engineering methodologies. Experience with Azure DevOps, JIRA, Test Manager, or similar test management and defect tracking tools. Strong verbal and written communication skills. Excellent analytical, problem-solving, leadership, and stakeholder management skills.

Responsibilities:

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.

Lead QA teams in designing, developing, and executing both manual and automated test cases. Manage end-to-end 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 large-scale transformation and customer experience initiatives.

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 non-functional requirements.

Support testing of customer engagement, customer service, and contact center capabilities integrated with Dynamics 365. Drive test automation initiatives through selection and implementation of appropriate automation frameworks and tools. Integrate automated testing into CI/CD 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 shift-left testing practices.

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.





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, go-live readiness assessments, and production deployment activities.

Oversee functional, integration, regression, performance, system, and end-to-end testing activities. Validate platform stability, scalability, reliability, resiliency, and high-availability requirements. Ensure adherence to organizational standards, security policies, regulatory requirements, and compliance frameworks. Support operational readiness and business continuity validation activities. 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 knowledge-sharing initiatives within the testing organization. Drive adoption of testing best practices, standards, and quality metrics across teams.

Nice to Have:

Experience with Contact Center as a Service (CCaaS) platforms and omnichannel customer service solutions. Experience testing integrations between Dynamics 365 and customer engagement/contact center platforms. Strong knowledge of test automation frameworks and tools. Experience with cloud-based platforms and enterprise CRM transformation programs. Certifications in ISTQB, Microsoft Dynamics 365, Agile Testing, Scrum, Secure, or related d

📌 Test Manager (Toronto)
🏢 Cynet Systems
📍 Toronto