Customer Solutions Design Specialist

Recruiter: Anirudh Chhilwar

Hiring Manager: Sanjay Pahuja

Career Grade: D

Location: Gurugram

Internal Closing Date: 28-Nov-2025

Your Accountabilities:

• The role owns, delivers and is accountable for all aspects of testing within their scope. They manage day to day test activities, optimising quality, coverage, velocity and enhancement of tests in the context of the unit test strategy (ies).
• They will progress the unit test strategy and test framework implementation through each programme of work they undertake.
• Where the role-holder has a specialism, the role is accountable for all test process related activities throughout the lifecycle for their domain, including test estimation across their defined area.
• The role is accountable for all test activities in their scope or rolling developments in specific technologies. The role will ensure that their team delivers testing to time, cost and quality targets.
• Accountable for testing solutions to highly complex problems and for how we approach the testing solution organisationally.
• Ensuring test strategy and processes are being followed for all programmes under their care.
• Accountable for maintaining a wide area of impact when working with other D-level Test specialists, which may cross multiple domains/products/teams/systems, with a primary focus within a unit.
• Where the role-holder has a specialism, the role holder develops and designs the overarching team test strategy for the organisation they currently work in (around their specialism) - or even create/own the strategy if their specialism is in Test Process Development/Consultancy/etc.
• Accountable for producing a project Test Environment strategy when one is required, if test environments are their specialism.
• Represent BT or the unit in operational meetings on matters of testing.

Subject matter expertise:

• This role may be a Subject Matter Expert in at least one test function, a technical or business domain.  The purpose of the role is to improve the quality of testing being undertaken related to their specialism, by applying their knowledge of the specialism to the activities performed by the test organisation.
• Specialisms include – but are not restricted to - non-functional testing (e.g. Scalability, Volume and Performance, Security, Penetration, Load, Stress, etc.), functional testing, defect management, module testing, supplier acceptance testing, customer acceptance testing, usability testing, Operational readiness testing, user acceptance testing, disaster recovery and compliance. Other specialisms may come about based upon a particular knowledge domain (e.g. Defence systems, cloud technologies, data-warehousing).  Specialists also include Test Architects, Test Assurance analysts, and Test maturity assessors.
• Accountable for maintaining their Influence across multiple business domains and for defining or supporting the specialism they represent (e.g. BT-wide ‘best practice’ for their specialism). 
• Accountable for all technical inputs relevant to their specialism during external bids.

Improve quality:

• Accountable for the quality, effectiveness and efficiency of testing within their business unit with respect to their specialism.
• A key purpose of the role is to improve the quality of the testing activities performed across the BT Test community, by taking specialist expertise from the industry and applying it to BT - and conversely, taking our collective specialist expertise and taking it out to the wider business outside BT.
• Accountable for the quality of deliverables signed out of test with respect to their specialism and responsible for the inputs to all the test strategy and test schedules in their area of expertise. Applying tailored/established test best practice depending on the needs of a project

Coaching:

• Accountable for the coaching & mentoring of test professionals, including line management of BT direct reports, Matrix BT Teams and Third-party supplier teams. The role is responsible for driving continuous improvement of their own team and the organisation health of their team.
• Accountable for being a coach/mentor, who is sought after across the unit.
• Will coach/mentor talent in BT in their specialism and can matrix manage large team/numbers
• Ensure that their test team working collaboratively with all relevant teams.

Best practice

• Has influence in the application of the best practice testing across multiple programmes of work
• Where there is a specialism, they will be recognised across business units as a specialist, working with SME across the unit. Technology involves – Genesys Cloud, Webex CC/CC E, Five9, Anywhere365.

Third party involvement

• Manage supplier relationships including test specific contract renewals, cost negotiation and KPI monitoring.
• Make key decisions/recommendations about the use of a supplier - suppliers of test products/services AND suppliers of project products/services (where the supplier is supplying something in the field of specialism)

Reporting

• Accountable for providing recommendations and advice to management decisions on matters relating to test projects AND the test organisation in which they work, including new test tools, customer disclosure information, training options for their teams

Budget

• Manage deliverables within the test budget allocated to them with the agreed measures and KPIs, including resource management and work prioritisation
• Assist with test unit budgeting and expenditure, financial planning and forecasting, and securing required funding.
• Assist with revenue generation and negotiating with customers for testing services (where appropriate to unit)

Resourcing

• Will contribute to the creation of a plan to review/monitor/control the activities of third-party test resource.
• The role is responsible for identifying skills needed for future Test Projects and ensuring that the resourcing and recruitment including succession planning within their area

Skills Required:

• Operates methods to assure the quality and coverage of tests written for their area, against the business requirements. Technology involves – Genesys Cloud, Webex CC/CC E, Five9, Anywhere365.
• Ensures appropriate and consistent test estimation techniques are operated across their area and validates those estimates.
• Manages day to day testing activities for their area of responsibility (internally or externally facing) to time, cost and quality.
• Monitors quality of input (QOI) (of deliverables being tested) through review of Component Tests and Test results for their area, correlating QoI and E2E Test Results, drawing conclusions and contributing to continuous QOI improvement.
• Establishes and operates periodic test progress and results reporting for key stakeholders.
• Undertakes ongoing analysis of test progress against plan to identify risks to and issues with successful test completion; addresses those risks and issues as appropriate seeking guidance within the test unit when required
• Maintains optimum test execution rates by expert scheduling of tests. Liaises with customers, vendors, project and programme management alike and reliably delivers results to meet expectations.
• Organises and manages defect triage and diagnostics for complex defects needing input from multiple teams.
• Organises periodic assessment and review of production defects for their area, ensuring these are addressed for subsequent rounds of testing.
• Accountable for the design, build and ownership of a complex traceability matrix
• Leads large and diverse teams delivering test services across multiple areas.
• Takes a strategic view of all test activities, exploiting opportunities with individual projects or pieces of work to progress the Test Unit objectives (derived from the strategy) to e.g. optimise quality, efficiency and/or effectiveness of testing
• Identifies key blockers to fulfilment of Test Unit objectives for their area and derives/implements appropriate resolution plans.
• Deals with exceptions and requests for assistance with risk mitigation/issue resolution as flagged to them by their team.
• Analyses and then plans to test for major/complex functional or non-functional test projects. Allocates resources and manages these plans.
• Identifies and manages integration activities where these are a pre-requisite to successful testing.
• Responsibility for full-lifecycle integration and testing activities within a programme for internal or external customers.
• Liaises with customers and project and programme management alike.
• Operates management mechanisms across their area to ensure delivery to agreed time, cost and quality for all work they manage directly and indirectly. 
• Reviews periodic reports and test statistics, and contributes to/validates activities to improve quality of deliveries signed out of Test.

Skills for broader activities

• Forecast supply and demand of resources based on business need.
• Undertakes people performance reviews and people development actions including coaching, mentoring and progressing people development plans.
• Works collaboratively across all relevant teams

Skills to improve

• Drives and leads on adoption of test best practices within their business unit (where there is a specialism, this will also be with respect to their specialism). Technology involves – Genesys Cloud, Webex CC/CC E, Five9, Anywhere365.
• Identify opportunities for improvement in testing practice and work with test leads/managers to develop test best practice.
• Share their experience as part of a co-ordinated plan.
• Provide SME experience/feedback/input on the subject matter of Test OR their specialism as required.
• Proactively devise plans to share specialist knowledge across BT-wide forums
• Accountable for shaping the test approach in new technology, working with the Architects in the Design of a solution.
• Leading role in process improvement for Test in their test organisation, contributing to the development of test processes including test strategy development      

Cross skill collaboration

• Engage with a customer or supplier as a representative of BT Test Analysts or as BTs leading representative of their specialism.
• Writes white papers and shares learning and experience with the broader community.  Strong grasp of the global test industry and has knowledge of the latest industry thinking in the field in which they specialise.

Problem solving

• Managing of major integration problems that will block or undermine test scheduling or successful completion.
• Managing of major issues including senior escalations and those putting key deliverables at risk
• Proactively identify future issues with early engagement on test strategy at a Test Architect level, deriving and progressing plans for resolution
• Supplier issues or escalations, arising either from within or outside the unit.
• Addresses logistical problems in interacting with other parts of BT e.g. infrastructure provision, cross unit roles and responsibilities etc.
• Addresses sub optimal efficiency/effectiveness of test activities through development of appropriate test framework, e.g. tools, techniques, processes etc.
• Overcoming any technical or political problem that prevents or restricts incorporation of industry standard changes into the BT best practice for Test Analysis OR for the area of subject specialism – and therefore into their own test organisation. 
• Deals with problems that may impact the capability and performance of the specialism across a Line of Business or BT – such as tool licence expiry or major revision of published industry test standards that necessitates a change in behaviours and processes followed.

Change Management

• Will make changes to the way that their Line of Business uses their area of specialism as the specialism develops and/or improves or adopts new technologies.
• Will make changes to the sections of their business unit Test Strategy that cover the area of specialism
• Managing Strategic change across multiple teams to ensure processes are reviewed and understood and implemented, and new methods and technologies are adopted consistently across the unit.
• Adapting plans and test approach in response to major business change across wider area of responsibility

Experience Required:

Management skills

·         At this level the individual is comfortable in the role of test manager and has developed a wide spread of skills in both management and testing deliveries, rarely refer to the mentorship of other test managers

Expected experience

·         Expected to hold Silver Test ALP

·         Intermediate or Advanced/Practitioner qualification in testing ISTQB or equivalent. 

·         Working towards, or holds Practitioner/Expert level qualification in testing ISTQB or equivalent

·         Will be member of a professional body ie. BCS, IET, IEEE or building equivalent, required knowledge and experience (as appropriate to the role).

·         Certified in area of specialism – e.g. automation, non-functional, etc.

·         For those in a management position, MSP/Prince2 Foundation and working towards Practitioner

Timeframe

·         5-7 years of test management experience

Leaders Behaviours:

Bold Decision Maker

Deciding when the criteria of a test has failed and that a defect has been found – then boldly communicating this to the appropriate parties in the most effective manner, then monitoring and assuring the plan and actions that are done until the defect has a conclusion – then deciding that the defect has been removed and the product/service/system is fit for purpose.

Takes decisions and Initiates actions to change/design/improve the BT-wide standards for their specialism, and will be responsible for these decisions, including leading the team that implements the change.

Takes decisions taking full account of financial impact, the efficiencies being sought and optimisation targets, and can demonstrate the rationale behind the decisions.

·         Customer Champion

Ensuring that the requirements meet the customer’s expectations and that the service obligations are delivered as per the contract.

·         Collaborative Partner

Working confidently with all parties in a project to ensure the most effective type of testing and depth of testing is performed.  Plus working with the customer when necessary to keep expectations clear and build their confidence and delight in BT.

·         Commercial Thinker

Being able to identify the impact of a potential defect, in terms of impact on the customer, the project, and all stakeholders.  Being able to quantify that impact when prioritising and reporting the defect, to ensure the best and speediest resolution.

·         Team Coach

Experienced mentor to peers and test analysts – able to provide support and coaching within testing as a discipline.

Inspiring Communicator:

Capable of delivering a concise, clear message to a team which encourages individuals to exceed expectations.

·         Solution Focussed Achiever

Utilises specialist skillsets to identify, implement and resolve complex issues of Test which relate to their specialism.

·         Change Agent

Leader of complex changes, capable of inspiring commitment to transition and transform programmes, perhaps based on their specialism.

Key decisions:

• Decisions on ‘fitness for purpose’ of deliverables into Test; unfit deliverables to be rejected.
• Accuracy of test estimates under their review.
• Daily decisions to mitigate problems to keep schedules on track
• Dynamic resource allocation across all programmes
• When to seek help and/or advice from the wider Test Unit team.
• Collate, assess and decide on the best option(s) to recover the test plans
• Providing a recommendation to the Head of Test, in support of the unit-wide test strategy in their domain, reviewing the strategy, this recommendation to the strategy is based on their area of knowledge.
• Makes a final go/no go decision on behalf of the test team at a quality gate or decision point
• Decides when to call a halt or restart to Test Professional test activities mid-project.
• Decides the best practice standards for BT TAs OR the area of specialism
• Makes operational decisions in emergency/short term situation
• This role will support the final decision on whether a test tool is adopted/used/changed/retired.
• Operational decisions on senior stakeholders’ escalations, e.g. inclusion of deliverables within scope for a particular release etc.
• Decisions on how to implement strategy (resourcing, governance, function), and in particular risk/benefit analysis in pursuing specific objectives in the context of individual work streams.
• Influences decisions that impact the testing community in BT.

About us

BT Group was the world’s first telco and our heritage in the sector is unrivalled.  As home to several of the UK’s most recognised and cherished brands – BT, EE, Openreach and Plusnet, we have always played a critical role in creating the future, and we have reached an inflection point in the transformation of our business. 
 
Over the next two years, we will complete the UK’s largest and most successful digital infrastructure project – connecting more than 25 million premises to full fibre broadband.  Together with our heavy investment in 5G, we play a central role in revolutionising how people connect with each other. 
 
While we are through the most capital-intensive phase of our fibre investment, meaning we can reward our shareholders for their commitment and patience, we are absolutely focused on how we organise ourselves in the best way to serve our customers in the years to come.  This includes radical simplification of systems, structures, and processes on a huge scale. Together with our application of AI and technology, we are on a path to creating the UK’s best telco, reimagining the customer experience and relationship with one of this country’s biggest infrastructure companies.  
 
Change on the scale we will all experience in the coming years is unprecedented.  BT Group is committed to being the driving force behind improving connectivity for millions and there has never been a more exciting time to join a company and leadership team with the skills, experience, creativity, and passion to take this company into a new era.

A FEW POINTS TO NOTE:

Although these roles are listed as full-time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.

We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.

DON'T MEET EVERY SINGLE REQUIREMENT?

Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.