IVR QA Automation Engineer (Bilingual French)

Position: IVR QA Automation Engineer (Cyara & Genesys Cloud- Bilingual French)

Location: Hybrid- Toronto, ON

Job type: Full-time/Permanent hiring

We are seeking an experienced IVR QA Automation Engineer focused on automated quality assurance for modern Contact Centre as a Service (CCaaS) implementation. In this role, you will be the primary driver for automated testing of complex customer journeys and telephony routing logic. Using Cyara Velocity as your primary automation engine, you will design, execute, and maintain end-to-end regression suites that guarantee flawless voice experiences, precise speech recognition, and accurate agent handoffs.

Core Responsibilities

• Automation Engineering: Design, execute, and manage complex, parameterized, and reusable automated IVR test scripts inside Cyara Velocity.
• End-to-End Validation: Validate conversational elements including IVR menus, localized voice prompts, DTMF tones, Automatic Speech Recognition (ASR), and Text-to-Speech (TTS) engines.
• Routing & Handoff Testing: Verify omnichannel contact centre logic, covering inbound routing vectors, skill-based Automatic Call Distribution (ACD), multi-queue handling, and agent desktop data/context transfers.
• Lifecycle QA Management: Own test planning, high-fidelity test data generation, regression suite curation, System Integration Testing (SIT), and smoke testing for live production rollouts.
• Triage & Troubleshooting: Dig into failed automation runs to isolate systemic platform defects from underlying telecom infrastructure or environment instability.
• Cross-functional Collaboration: Coordinate with environment managers, development squads, and telecom engineers to lead defect triage and support Agile sprint goals.

Required Qualifications & Skillsets

• Experience: 4 to 6 years of pure QA automation experience explicitly dedicated to IVR and Enterprise Contact Centre ecosystems.
• Core Automation Tool: Advanced, hands-on mastery of Cyara Velocity for building automated voice call paths.
• Domain Domain Expertise: Strong understanding of foundational telephony architecture, including SIP signaling, call control, call transfers, and carrier-level fallbacks.
• QA Frameworks: Demonstrated mastery of structured QA methodologies, test case modeling, and enterprise defect tracking systems (e.g., Jira).

Preferred Skills (Good to Have)

• Hands-on configuration validation with Genesys Cloud CX (specifically Genesys Architect and ACD routing profiles).
• Experience utilizing Cyara Cruncher or Cyara Pulse for load, performance, and operational monitoring.
• Practical exposure to API testing tools (Postman/SoapUI) and embedding test collections into CI/CD build pipelines.
• Experience validating complex multilingual IVR call flows and automated conversational AI/Bot flows.