Bilingual IVR Automation tester

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.