Bilingual IVR Automation Test Engineer

Job summary

Design, execute, and maintain automated IVR test cases and reusable, parameterized scripts in Cyara Velocity, validating menus, prompts, DTMF, speech recognition, routing, transfers, queues, and fallback scenarios. Plan and run regression and production validation, coordinate test environments and data, analyze automation results, troubleshoot failures, and support defect triage and reporting.

Job details

Role : Bilingual IVR Automation Test Engineer – Cyara Velocity / Genesys Cloud CX Location: Toronto, ON (Hybrid) Experience: 5 - 8 years Must Have Technical/Functional Skills: Role IVR Automation Tester focused on QA automation for Contact Centre CCaaS programs, with Cyara Velocity as the primary tool and Genesys Cloud CX preferred. The role requires strong experience in IVR functional, integration, regression, and end-to-end testing across customer journeys and call flows. Key responsibility is to design, execute, and maintain automated IVR test cases in Cyara Velocity, including reusable and parameterized scripts. The tester must validate VR menus, prompts, DTMF, speech recognition, call routing, transfers, queue handling, and fallback error scenarios. Experience in Genesys Cloud CX or similar CCaaS contact centre platforms is preferred, especially for inbound routing, agent handoffs, and History to ntext data transfer validation. The role also includes test planning, test data preparation, regression suite creation, SITUAT production validation, and environment coordination. Candidates should be able to analyze execution results, troubleshoot failed automation runs, distinguish defects from environment issues, and support defect triage. Must-have skills include Cyara Velocity expertise, IVR contact center testing, telephony knowledge (SIP, routing, call transfers), QA methodologies, and defect management tools. Good-to-have skills include Genesys Architect, ACD skills-based routing, API testing, CICD tools, Cyara Cruncher Pulse, ASRTTS, multilingual IVR, and Agile Scrum exposure. Overall, the role is suited for a hands-on IVR QA automation specialist who can deliver robust automation coverage, regression suites, call flow validation, and detailed test defect reporting.

What you’ll do

Design, execute, and maintain automated IVR test cases and reusable, parameterized scripts in Cyara Velocity, validating menus, prompts, DTMF, speech recognition, routing, transfers, queues, and fallback scenarios. Plan and run regression and production validation, coordinate test environments and data, analyze automation results, troubleshoot failures, and support defect triage and reporting.

Requirements

Requires 5–8 years of experience, strong Cyara Velocity expertise, and hands-on IVR and contact center testing experience, including telephony concepts such as SIP, routing, and call transfers. Genesys Cloud CX experience is preferred; additional desirable experience includes Genesys Architect, skills-based routing, API testing, CI/CD tools, Cyara Cruncher Pulse, ASR/TTS, multilingual IVR, and Agile Scrum.

Listed skills

• Validation · Preferred
• Production · Preferred
• CI/CD · Preferred
• preparation · Preferred
• Execution · Preferred
• Planning · Preferred
• management · Preferred
• Agile · Preferred
• Transfers · Preferred
• Integration · Preferred
• Customer · Preferred
• Inbound · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Cyara Velocity
• IVR Automation Testing
• Contact Center Testing
• Genesys Cloud CX
• IVR Functional Testing
• Integration Testing
• Regression Testing
• End-to-End Testing
• Test Case Automation
• Telephony
• SIP
• Call Routing
• Defect Management
• Test Planning
• API Testing
• Agile Scrum

Job areas

• Technology
• Software
• Engineering

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