Bilingual IVR Automation tester
Total Experience: 4–6 Years
Role Description
We are looking for an experienced IVR Automation Tester to support Quality Assurance (QA) automation for Contact Centre (CCaaS) programs. The candidate should have strong hands-on experience with Cyara Velocity as the primary automation tool. Experience with Genesys Cloud CX or similar contact centre platforms is preferred.
The role involves IVR functional, integration, regression, and end-to-end testing across customer journeys and call flows.
Key Responsibilities
- Design, develop, execute, and maintain automated IVR test cases using Cyara Velocity.
- Create reusable and parameterized automation scripts.
- Perform IVR functional, integration, regression, and end-to-end testing.
- Validate IVR menus, prompts, DTMF, speech recognition, call routing, transfers, queue handling, and fallback/error scenarios.
- Test customer journeys and validate end-to-end call flows.
- Validate inbound routing, agent handoffs, and interaction context/data transfer.
- Prepare test plans, test data, and regression test suites.
- Perform SIT, UAT, and production validation.
- Coordinate testing activities across environments and teams.
- Analyze automation execution results and troubleshoot failed test runs.
- Differentiate application defects from environment-related issues.
- Support defect triage, tracking, and resolution.
- Prepare detailed test execution reports and defect documentation.
Must-Have Technical Skills
- Strong hands-on experience with Cyara Velocity.
- IVR and Contact Centre testing.
- Functional, integration, regression, and end-to-end testing.
- Telephony concepts, including SIP, call routing, and call transfers.
- IVR call flow validation and automation.
- DTMF and speech recognition testing.
- QA methodologies and test case design.
- Defect management and reporting tools.
Good-to-Have Skills
- Genesys Cloud CX.
- Genesys Architect.
- ACD and skills-based routing.
- API testing and integration testing.
- CI/CD tools and automation pipeline integration.
- Cyara Cruncher Pulse.
- ASR/TTS (Automatic Speech Recognition / Text-to-Speech).
- Multilingual IVR testing.
- Agile and Scrum methodologies.
- Experience with agent handoffs and interaction context/data transfer.
