Bilingual IVR Automation Tester

K&K Global Talent Solutions INC.; Toronto; Hybrid; CAD 90,000 - 120,000; Full time

Job summary

K&K Global Talent Solutions INC. in Toronto seeks a bilingual IVR automation tester to design, implement, and maintain automated test suites for CCaaS environments using Cyara Velocity.

The role emphasizes end-to-end validation of customer journeys and IVR call flows across platforms. You will test menus, DTMF, speech, routing, and agent handoffs in Genesys Cloud CX or similar CCaaS; create reusable automation scripts; analyze results, and support SIT/UAT and production validations.

Qualifications

• 5+ years of CCaaS QA automation experience.
• Hands-on Cyara Velocity automation testing.
• Knowledge of IVR testing and telephony concepts (SIP, routing, queueing).
• Familiarity with QA methodologies and defect tracking.

Responsibilities

• Develop and execute automated IVR test cases using Cyara Velocity.
• Perform functional, integration, regression, and end-to-end testing of IVR call flows.
• Validate IVR menus, prompts, DTMF inputs, speech recognition, call routing, transfers, queue management, and error handling scenarios.
• Test inbound routing, agent handoffs, and context/data transfers within Genesys Cloud CX or similar CCaaS platforms.
• Create reusable, parameterized automation scripts and maintain regression suites.
• Analyze test results, troubleshoot automation failures, and support defect triage activities.
• Coordinate test environments, prepare test data, and support SIT/UAT and production validations.

Skills

Cyara Velocity

IVR Testing

QA Methodologies

Analytical Skills

Tools

Genesys Cloud CX

Genesys Architect

Cyara Velocity

Job description

Location: Toronto, ON (Hybrid)

Employment Type: Full Time

Experience Required: 5 + Years

Role Summary:

We are seeking a Bilingual IVR Automation Tester with strong experience in Contact Center (CCaaS) QA Automation. The ideal candidate will be responsible for designing, executing, and maintaining automated IVR test suites using Cyara Velocity while validating end-to-end customer journeys across contact center platforms.

Required Skills:

• Hands-on experience with Cyara Velocity automation testing.
• Strong knowledge of IVR and Contact Center Testing.
• Experience with telephony concepts including SIP, routing, queueing, and call transfers.
• Expertise in QA methodologies, test management, and defect tracking tools.
• Excellent analytical and troubleshooting skills.

Key Responsibilities:

• Develop and execute automated IVR test cases using Cyara Velocity.
• Perform functional, integration, regression, and end-to-end testing of IVR call flows.
• Validate IVR menus, prompts, DTMF inputs, speech recognition, call routing, transfers, queue management, and error handling scenarios.
• Test inbound routing, agent handoffs, and context/data transfers within Genesys Cloud CX or similar CCaaS platforms.
• Create reusable, parameterized automation scripts and maintain regression suites.
• Analyze test results, troubleshoot automation failures, and support defect triage activities.
• Coordinate test environments, prepare test data, and support SIT/UAT and production validations.

Preferred Background:

• Experience with Genesys Cloud CX and Genesys Architect.
• Knowledge of ACD/Skills-Based Routing.
• API Testing and CI/CD exposure.
• Experience with Cyara Cruncher/Pulse, ASR/TTS technologies, and multilingual IVR testing.