Bilingual IVR Automation Engineer

Insight Global (United States); Toronto; On-site; CAD 70,000 - 100,000; Full time

Benefits offered by this job

Salary commensurate with experience

Job summary

Insight Global is seeking a QA Automation Engineer to design and maintain automated tests for IVR and contact centre workflows in Toronto. The role focuses on ensuring robust IVR testing, including DTMF customer journeys, and leveraging CR Velocity for automation.

You will validate IVR functionality on Genesys Cloud or other CCaaS platforms while collaborating with development and QA teams. Additionally, experience with CI/CD pipelines, API testing, and speech recognition will help enhance

Qualifications

• Fluent in both French and English.
• Strong experience in contact centre/IVR environments.
• Hands-on experience with IVR and DTMF testing.
• Experience using CR Velocity as an automation/testing tool.
• Experience with Genesys Cloud or another CCaaS platform.
• 2–3+ years of automation experience.
• Ability to develop, execute, and maintain automated test scenarios for IVR/contact centre workflows.
• Strong troubleshooting and problem-solving skills.
• Experience with speech recognition.
• Experience with CI/CD pipelines.
• Experience with API testing.

Responsibilities

• Build and maintain automated testing for IVR and contact centre workflows.
• Test IVR functionality, including DTMF-based customer journeys.
• Use CR Velocity to support IVR automation and testing.
• Validate IVR functionality within Genesys Cloud or other CCaaS platforms.
• Identify, troubleshoot, and document defects.
• Support regression testing as changes are introduced.
• Work closely with development, QA, and contact centre teams.
• Support API, speech recognition, and CI/CD testing where applicable.

Skills

Bilingual French/English

IVR automation testing

DTMF testing

Genesys Cloud / CCaaS

CI/CD testing

API testing

Troubleshooting

Speech recognition testing

Tools

CR Velocity

Job description

Job Description

Key Responsibilities

• Build and maintain automated testing for IVR and contact centre workflows
• Test IVR functionality, including DTMF-based customer journeys
• Use CR Velocity to support IVR automation and testing
• Validate IVR functionality within Genesys Cloud or other CCaaS platforms
• Identify, troubleshoot, and document defects
• Support regression testing as changes are introduced
• Work closely with development, QA, and contact centre teams
• Support API, speech recognition, and CI/CD testing where applicable

Skills and Requirements

• Bilingual in French and English
• Strong experience working within contact centre / IVR environments
• Hands‑on experience with IVR and DTMF testing
• Experience using CR Velocity as an automation/testing tool
• Experience with Genesys Cloud or another CCaaS platform
• 2–3+ years of automation experience
• Ability to develop, execute, and maintain automated test scenarios for IVR/contact centre workflows
• Strong troubleshooting and problem‑solving skills
• Experience with speech recognition
• Experience with CI/CD pipelines
• Experience with API base dtesting

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [e-mail].