Bilingual IVR Automation Tester
- Toronto, ON, Canada
Full-time
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Original job description
Position: Bilingual IVR Automation Tester
Location: Toronto, ON (Hybrid)
Employment Type: Full Time
Experience Required: 5 + Years
Role Summary:
We are seeking a Bilingual IVR Automation Tester with strong experience in Contact Center (CCaaS) QA Automation. The ideal candidate will be responsible for designing, executing, and maintaining automated IVR test suites using Cyara Velocity while validating end-to-end customer journeys across contact center platforms.
Required Skills:
- Hands-on experience with Cyara Velocity automation testing.
- Strong knowledge of IVR and Contact Center Testing.
- Experience with telephony concepts including SIP, routing, queueing, and call transfers.
- Expertise in QA methodologies, test management, and defect tracking tools.
- Excellent analytical and troubleshooting skills.
Key Responsibilities:
- Develop and execute automated IVR test cases using Cyara Velocity.
- Perform functional, integration, regression, and end-to-end testing of IVR call flows.
- Validate IVR menus, prompts, DTMF inputs, speech recognition, call routing, transfers, queue management, and error handling scenarios.
- Test inbound routing, agent handoffs, and context/data transfers within Genesys Cloud CX or similar CCaaS platforms.
- Create reusable, parameterized automation scripts and maintain regression suites.
- Analyze test results, troubleshoot automation failures, and support defect triage activities.
- Coordinate test environments, prepare test data, and support SIT/UAT and production validations.
Preferred Background:
- Experience with Genesys Cloud CX and Genesys Architect.
- Knowledge of ACD/Skills-Based Routing.
- API Testing and CI/CD exposure.
- Experience with Cyara Cruncher/Pulse, ASR/TTS technologies, and multilingual IVR testing.
- Agile/Scrum environment experience.
More about this job
Responsibilities
Develop, execute, and maintain automated IVR test cases and reusable regression suites using Cyara Velocity. Validate end-to-end call flows and customer journeys, troubleshoot test failures, support defect triage, and coordinate test environments, test data, and SIT/UAT and production validations.
Requirements
Requires 5+ years of experience, hands-on Cyara Velocity automation testing, and strong knowledge of IVR and contact center testing. Candidates should understand telephony concepts such as SIP, routing, queueing, and transfers, and have QA, test management, and defect-tracking experience; Genesys Cloud CX, API testing, CI/CD, and multilingual IVR experience are preferred.
Skills
- Cyara Velocity
- IVR Automation Testing
- Contact Center Testing
- CCaaS
- SIP
- Call Routing
- Queue Management
- Call Transfers
- Genesys Cloud CX
- Genesys Architect
- QA Methodologies
- Test Management
- Defect Tracking
- API Testing
- CI/CD
- ASR/TTS
Visa sponsorship
Not detected in the job text
Categories
- Technology
- Software
- Customer Service & Support
Keywords
- Cyara Velocity
- Cyara Cruncher
- Cyara Pulse
- IVR
- Contact Center
- CCaaS
- Genesys Cloud CX
- Genesys Architect
- SIP
- ACD
- Skills-Based Routing
- Call Routing
- Queue Management
- DTMF
- Speech Recognition
- ASR
- TTS
- API Testing
- CI/CD
- Automation Testing
- Functional Testing
- Integration Testing
- Regression Testing
- End-to-End Testing
- SIT
- UAT
- Defect Triage
- Agile
- Scrum
- Multilingual IVR Testing