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.