Bilingual IVR Automation Tester in Toronto

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.

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