Technical Implementation Specialist – QA Analyst

About the Role

The Technical Implementation Specialist – QA Analyst is a critical member of Chime’s OMX Systems Engagements Team - a lean, highly technical group responsible for ensuring that the systems powering Chime’s Support experience are reliable, well-tested, and continuously monitored.

This role centers on quality assurance, system observability, and issue triage. You will be the first line of defense for validating new system releases, running regression tests, chasing down bugs, and ensuring our support platforms (IVR, ACD, chat, and automation) perform reliably and consistently. While you won’t write production-grade code, you’ll work hands-on with system configuration, test workflows, logs, API responses, routing logic, and real-time alerts to catch and address issues before they affect agents or members.

You’ll also be responsible for monitoring platform health, performing scheduled checks, building observability dashboards, and maintaining internal documentation. You’ll collaborate closely with cross-functional teams across Engineering, Product, and Operations to reproduce issues, drive fixes, and ensure confidence in every deployment. If something breaks or behaves unexpectedly in the support stack, you’ll be the one validating it, investigating it, and helping drive resolution.

This role is ideal for someone who loves digging into system behavior, building trust in technology through repeatable QA practices, and keeping a finger on the pulse of technical operations.

The base salary offered for this role and level of experience will begin at $82,620.00 and up to $114,800.00. Full-time employees are also eligible for a bonus, competitive equity package, and benefits. The actual base salary offered may be higher, depending on your location, skills, qualifications, and experience.

🛠 What You’ll Do

Quality Assurance & Release Validation

• End-to-end QA planning, test case development, and execution across IVR, ACD, chat, and automation systems.
• Drive regression testing, UAT, and release validation for both internal builds and vendor-delivered changes.
• Conduct smoke testing post-deployment and monitor early indicators of system issues or degradation.

Bug Investigation & Issue Triage (Core Responsibility)

• Serve as the primary responder for bugs, platform issues, and system anomalies surfaced by CX, WFM, VendorOps, Product, or Engineering.
• Investigate issues using logs, routing logic, API behavior, and system state to identify root causes.
• Collaborate with Engineering and Vendor teams to track issues through resolution, documenting impact and outcomes.
• Maintain a “known issues” catalog with reproduction steps, contributing to knowledge reuse and faster resolution times.

Systems Monitoring & Observability

• Build and maintain dashboards for system health monitoring using tools like Datadog or equivalent.
• Define and refine alerting thresholds for IVR dropouts, API latency, queue misrouting, and other critical events.
• Perform regular environment checks (Dev, QA, Prod) and escalate abnormalities with clear risk descriptions.
• Track system reliability trends over time and flag areas for long-term improvements.

Technical Documentation & SOPs

• Create and maintain technical SOPs related to QA processes, system validation steps, and incident resolution workflows.
• Support broader team documentation including test artifacts, system logic flows, and partner onboarding guides.
• Collaborate with Operations Enablement leads to ensure documentation is accessible, accurate, and regularly refreshed.

Cross-Team Collaboration

• Work with Implementation Specialists to validate routing updates, system logic changes, and new member experiences.
• Partner with Product and Engineering to align test plans and ensure clear defect reporting and fix verification.
• Support vendor-side QA efforts and own coordination around release handoffs and validation gates.
• Act as the QA point of contact during incidents, providing context, logs, and test results to drive faster resolution.

✅ Must-Have Qualifications

• 2–3 years of experience in technical QA, systems operations, platform testing, or technical support.
• Familiarity with contact center technologies such as IVR, ACD, CRM, or chat platforms.
  
  
• Demonstrated ability to debug systems using logs, error responses, API requests, and routing logic.
• Experience with observability platforms (e.g., Datadog, Kibana, Sentry, Splunk).
• Proven ability to create and execute structured test cases, regression protocols, and UAT checklists.
• Strong written and verbal communication skills, especially for technical documentation and issue reporting.
• Comfort working across UI-based tools and backend configuration environments.
• Experience collaborating with stakeholders across Product, Engineering, and Operations.

🌟 Nice-to-Haves

• Experience building or managing automated test suites (e.g., Postman, Cypress, Playwright).
• Prior QA experience in contact center or support system environments.
• Understanding of REST APIs and experience validating system integrations and response handling.
• Background coordinating with third-party vendors on defect resolution and testing workflows.

🧠 About You

You’re someone who thrives on catching the details others miss, who brings curiosity and ownership to ambiguous bugs, and who values precision in both systems and communication. You enjoy building confidence in technical systems through rigorous QA, helping partner teams launch with confidence, and preventing avoidable issues from reaching production. You see monitoring, QA, and documentation not as checkboxes—but as the foundations of long-term system reliability.

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