Contact Center Quality Engineer

Glint Tech Solutions; Elk Grove (CA); On-site; USD 90,000 - 130,000; Full time

Job summary

Glint Tech Solutions is seeking an experienced Contact Center Quality Engineer to support the development and enhancement of a large-scale enterprise contact center platform. This role focuses on QA across voice, chat, email, routing, integrations, omnichannel experiences, and AI-assisted features.

The ideal candidate has strong QA fundamentals with hands-on testing in contact center or telephony environments.

Qualifications

• 3+ years of experience in Software QA / Quality Engineering.
• Hands-on experience testing Contact Center, Telephony, or CTI systems.
• Experience with APIs and integration testing.
• Experience with test automation using Python and/or JavaScript.
• Experience with Git, SQL, log analysis, and defect tracking tools.
• Experience with automation frameworks such as Playwright, Selenium, or pytest.
• Strong troubleshooting and documentation skills.

Responsibilities

• Design and maintain test plans, test cases, and regression suites.
• Perform functional, integration, regression, end-to-end, and exploratory testing.
• Test contact center functionality across voice, chat, email, routing, and other channels.
• Test REST APIs, webhooks, and system-to-system integrations.
• Reproduce, document, and track defects through resolution; validate platform changes and support release/UAT activities.
• Perform platform migration and feature-parity testing.
• Troubleshoot issues using logs, SQL, and network/telephony diagnostic tools.
• Contribute to automated testing and CI workflows.
• Communicate test coverage, defects, and release risks to technical and business stakeholders.

Skills

QA fundamentals

API testing

Test automation (Python/JS)

CI/CD workflows

Troubleshooting

Education

Bachelor's degree in CS/IS/Eng/Telecom

Master's degree preferred

Tools

Genesys

NICE

Five9

Avaya

Cisco

Playwright

Selenium

pytest

Git

SQL

Splunk

Grafana

Prometheus

Datadog

Wireshark

sngrep

sipgrep

HOMER

Job description

About the Role

We are seeking an experienced Contact Center Quality Engineer to support the development and enhancement of a large-scale enterprise contact center platform.

This role will focus on quality engineering across voice, chat, email, routing, integrations, omnichannel experiences, and AI-assisted features. The ideal candidate has strong QA fundamentals combined with hands-on experience testing contact center or telephony environments.

Responsibilities

• Design and maintain test plans, test cases, and regression suites based on requirements and technical designs
• Perform functional, integration, regression, end-to-end, and exploratory testing
• Test contact center functionality across voice, chat, email, routing, and other channels
• Test REST APIs, webhooks, and system-to-system integrations
• Reproduce, document, and track defects through resolutionValidate platform changes and support release/UAT activities
• Perform platform migration and feature-parity testing
• Troubleshoot issues using logs, SQL, and network/telephony diagnostic tools
• Contribute to automated testing and CI workflows
• Communicate test coverage, defects, and release risks to technical and business stakeholders

Required Qualifications

• 3+ years of experience in Software QA / Quality Engineering
• Hands-on experience testing Contact Center, Telephony, or CTI systems
• Experience with platforms such as Genesys, NICE, Five9, Avaya, or Cisco
• Strong experience with API and integration testing
• Experience with test automation using Python and/or JavaScript
• Experience with Git, SQL, log analysis, and defect tracking tools
• Experience with automation frameworks such as Playwright, Selenium, or pytest
• Strong troubleshooting and documentation skills

Preferred Qualifications

• Knowledge of SIP, RTP, VoIP, call flows, and routing
• Experience with Cyara or similar voice/channel testing platforms
• Experience with tools such as Wireshark, sngrep, sipgrep, or HOMER
• Omnichannel journey testing experience
• Experience testing AI/ML-assisted features such as intent classification, routing, or summarization
• Platform migration or feature-parity testing experience
• Familiarity with Splunk, Grafana, Prometheus, or Datadog
• Linux and networking knowledge, including TCP/IP, DNS, firewalls, and QoS
• ITIL/ITSM or formal change-management experience

Education

Bachelor's degree in Computer Science, Information Systems, Telecommunications, Engineering, or a related field. A Master's degree is preferred.