IVR QA Automation Engineer (Bilingual French)

Job summary

Design, execute, and maintain reusable automated IVR test suites in Cyara Velocity, validating voice prompts, speech recognition, routing, queues, and agent handoffs. Manage test planning, test data, regression and production smoke testing, investigate failures, and coordinate defect resolution with development, environment, and telecom teams.

Job details

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.

What you’ll do

Design, execute, and maintain reusable automated IVR test suites in Cyara Velocity, validating voice prompts, speech recognition, routing, queues, and agent handoffs. Manage test planning, test data, regression and production smoke testing, investigate failures, and coordinate defect resolution with development, environment, and telecom teams.

Requirements

Requires 4–6 years of QA automation experience focused on IVR and enterprise contact centre systems, advanced hands-on Cyara Velocity expertise, and knowledge of telephony architecture and SIP signaling. Strong QA methodology and defect-tracking experience are required; Genesys Cloud CX, Cyara performance tools, API testing, CI/CD, and multilingual or conversational AI testing are preferred.

Listed skills

• Collections · Preferred
• French · Preferred
• Validation · Preferred
• Production · Preferred
• CI/CD · Preferred
• Automated testing · Preferred
• Collaboration · Preferred
• Planning · Preferred
• Assurance · Preferred
• Development · Preferred
• Agile · Preferred
• Tracking · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Cyara Velocity
• IVR Test Automation
• Genesys Cloud CX
• Genesys Architect
• ACD Routing
• SIP Signaling
• Telephony Architecture
• Automated Regression Testing
• System Integration Testing
• DTMF Validation
• Automatic Speech Recognition
• Text-to-Speech
• Contact Centre Routing
• Test Planning
• Defect Triage
• API Testing

Job areas

• Technology
• Software
• Customer Service & Support

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