Contact Center Quality Engineer

PTR Global; Elk Grove (CA); Hybrid; USD 103,000 - 110,000; Full time

Job summary

PTR Global is seeking a software quality assurance engineer for a contract role with a hybrid schedule in Elk Grove, CA. The role focuses on designing and maintaining test suites, validating defects, and executing comprehensive testing across voice, chat, task and email channels.

You will derive test cases from requirements, participate in UAT preparation, and contribute automated coverage while ensuring parity between platforms and reporting trends to stakeholders.

Qualifications

• 3+ years in a software quality assurance or quality engineering role on business-critical systems; write test plans, cases and regression suites from requirements and design documents
• Experience defect lifecycle management, change management, and integration testing

Responsibilities

• Design and maintain test suites; verify defects; run regression coverage to protect existing behavior
• Create test cases from requirements and architecture discussions; perform functional, integration, regression, end-to-end and exploratory testing across voice, chat, task and email
• Support automated coverage alongside automation engineer; report coverage, defect trends and release risk to technical and non-technical audiences

Skills

REST API Test Automation

Selenium

Splunk

SQL

Voice/VoIP/SIP

Quality Assurance

Communication Skills

Accessibility Testing

API Testing Automation

CI/CD

Git

ITSM

Performance Testing

python

Tools

Splunk

Selenium

Job description

Hybrid schedule: Every Tuesday, Wednesday, and Thursday is Onsite, and Monday, Friday is Remote

Mode of Interview: Mostly 1 Round Virtual Interview

No mid layer / No Implementation partners are Involved

Job Description:

• The Client operates an internal contact center platform supporting its own helpdesk and employee support organizations and is building a successor platform alongside a portfolio of feature work spanning routing, AI-assisted triage, omnichannel experiences and self-service tooling.


• This contract role provides continuing test capability across that work: designing and maintaining test suites, verifying defects raised by developers and architects as the platform is built, and running regression coverage so changes do not degrade existing behavior.


• This is continuing quality capacity rather than a project-assigned resource; assigned work spans new platform development, projects carried over from the prior fiscal year, and scheduled releases for applications already in service, and the mix shifts as Client priorities change.


• The role is build-side rather than operational: the resource is not on call and is not a first-line incident responder, but does provide validation in support of change requests, verifying alongside the implementing engineer that an approved change behaved as intended within its change window, for changes of any size, type or risk classification.


• Work includes deriving test cases from requirements, design documents and architecture discussions, including cases the requirements do not state; executing functional, integration, regression, end-to-end and exploratory testing across voice, chat, task and email; reducing reported issues to minimal reproduction steps; feature-parity testing between the incumbent and successor platforms; UAT preparation and support; contributing automated coverage alongside the Client's automation engineer and keeping existing suites trustworthy; and reporting coverage, defect trends and release risk to technical and non-technical audiences.


• Concurrency is a defining feature of the role, and surfacing capacity conflict for prioritization is an explicit expectation.

Required qualifications:

• Three or more years in a software quality assurance or quality engineering role on business-critical systems; demonstrated experience authoring test plans, cases and regression suites from requirements and design documents; practical defect lifecycle management in a formal tracking system, including reproduction steps engineers can act on; experience providing test evidence and validation within a formal change management process; and experience testing integrations between systems rather than single-application UI testing alone.


• Candidates must manage concurrent commitments across projects and re-prioritize as dates move, support both new development and sustaining releases, test against changing requirements while documenting assumptions, write with precision so a defect report stands alone, and hold a quality position under delivery pressure while stating residual risk plainly.

Preferred qualifications:

• Testing experience in a contact center, telephony or CTI environment; automated voice and channel testing platforms such as Cyara; familiarity with SIP, RTP and VoIP fundamentals sufficient to triage call flow behavior; experience testing AI or ML-assisted features such as intent classification, routing or summarization, including evaluating non-deterministic output; omnichannel journey testing; prior platform migration or parity validation experience; automation frameworks and CI integration such as Playwright, Selenium or pytest; performance and accessibility testing exposure; observability tooling; and ITIL or ITSM familiarity.


• A bachelor's degree in Computer Science, Information Systems, Engineering or a related field, or equivalent practical experience, is expected.

Skill Sets:

• REST API Test Automation - Is Required - At least 1 year


• Selenium - Is Required - At least 1 year


• Splunk - Nice To Have - At least 1 year


• SQL - Is Required - At least 1 year


• Voice/VoIP/SIP - Is Required - At least 1 year


• Quality Assurance - Is Required - 2-5 Years


• Communication Skills - Is Required - 2-5 Years


• Accessibility Testing - Nice To Have - At least 1 year


• API Testing Automation - Is Required - At least 1 year


• CI/CD - Is Required - At least 1 year


• Git - Is Required - At least 1 year


• ITSM - Nice To Have - At least 1 year


• Performance Testing - Is Required - 2-5 Years


• python - Is Required - At least 1 year

Pay Range: $75/hr - $80/hr

The specific compensation for this position will be determined by a number of factors, including the scope, complexity and location of the role as well as the cost of labor in the market; the skills, education, training, credentials and experience of the candidate; and other conditions of employment. Our full-time consultants have access to benefits including medical, dental, vision as well as 401K contributions.