Role: Bilingual IVR Automation Tester (French & English)
Location: Toronto, ON
Work Model: Hybrid
Experience: 4–6 Years
Employment Type: Full-Time (FTE) – Permanent
Job Description
We are seeking a skilled Bilingual IVR Automation Tester with strong experience in contact centre quality assurance and IVR automation testing. The ideal candidate will have hands-on expertise in Cyara Velocity and experience with Genesys Cloud CX or similar Contact Centre as a Service (CCaaS) platforms. The role involves designing, executing, and maintaining automated test scripts to validate IVR call flows, customer journeys, telephony integrations, and end-to-end contact centre functionality.
Key Responsibilities
Design, develop, execute, and maintain automated IVR test cases using Cyara Velocity.
Perform functional, integration, regression, and end-to-end testing of IVR systems and contact centre solutions.
Validate IVR menus, voice prompts, DTMF inputs, speech recognition, call routing, call transfers, queue handling, and error/fallback scenarios.
Test inbound call routing, agent handoffs, and interaction context/data transfer across Genesys Cloud CX or similar CCaaS platforms.
Develop reusable, parameterized automation scripts and maintain comprehensive regression test suites.
Prepare test plans, test scenarios, test data, and test execution reports.
Support SIT, UAT, and production validation activities.
Analyze automation results, troubleshoot failed test runs, identify environment-related issues, and support defect triage.
Collaborate with development, QA, telephony, and contact centre teams to resolve defects and improve test coverage.
Maintain detailed test documentation, defect reports, and quality metrics.
Must-Have Skills
4–6 years of experience in QA testing, IVR testing, or contact centre testing.
Hands-on experience with Cyara Velocity for IVR automation testing.
Strong understanding of IVR call flows, customer journeys, and contact centre functionality.
Knowledge of telephony concepts, including SIP, call routing, call transfers, and queue management.
Experience in functional, integration, regression, and end-to-end testing.
Familiarity with test planning, defect management, and QA methodologies.
Bilingual proficiency (English & French) relevant to the IVR testing requirements.
Good-to-Have Skills
Experience with Genesys Cloud CX and Genesys Architect.
Knowledge of ACD and skills-based routing.
Experience with API testing and CI/CD tools.
Exposure to Cyara Cruncher, Pulse, ASR, and TTS testing.
Experience testing multilingual IVR systems.
Familiarity with Agile/Scrum methodologies.
