IVR/Contact Center Tester

IVR/Contact Center Tester

Work Location: downtown Toronto, ON. hybrid, 2-3 days per week onsite

Start ASAP

Contract End: May 31, 2027, renewable

We are seeking an experienced IVR/Contact Center Tester to support a large-scale enterprise testing and quality assurance initiative. The ideal candidate will have extensive experience with Cyara automation, IVR testing, contact center technologies, and end-to-end quality assurance processes. This role will focus on leading testing efforts, developing automated test solutions, and ensuring the quality and stability of customer-facing contact flows and voice applications.

Role Description

Designs and builds Cyara automation for IVR and contact flow validation, executes functional and regression testing, and manages defect triage.

Key Responsibilities

Design, develop, and maintain Cyara automated test scripts for IVR and contact flow validation.

Lead functional, regression, integration, and end-to-end testing activities.

Validate contact center and IVR applications to ensure alignment with business and technical requirements.

Analyze test results, identify defects, and drive resolution activities.

Manage and coordinate defect triage sessions and coordinate remediation efforts across teams.

Develop test strategies, test plans, test cases, and testing documentation.

Support release validation, production readiness, and deployment testing.

Collaborate with business stakeholders, developers, and project teams to ensure complete test coverage.

Support UAT, post-deployment validation, and production stabilization efforts.

Provide leadership and recommendations to improve automation frameworks, testing processes, and overall quality assurance practices.

Required Skills & Experience

Strong experience with Cyara testing and automation platforms.

Hands-on experience testing IVR systems, contact center applications, and call flows.

Experience developing and executing automated functional and regression testing solutions.

Strong understanding of software testing methodologies, QA standards, and test management processes.

Experience leading defect management, triage, and resolution activities.

Strong analytical, troubleshooting, and problem-solving skills.

Excellent communication and stakeholder management abilities.

Experience working within large enterprise or financial services environments is considered a strong asset.