IVR Automation Engineer

Insight Global (United States); Toronto; On-site; CAD 90,000 - 110,000; Full time

Job summary

Insight Global is seeking an IVR Automation Engineer with strong contact centre experience in Toronto. You will develop and automate IVR solutions, validating DTMF-based journeys and testing IVR functionality in Genesys Cloud or CCaaS platforms.

You'll build automated tests, support API, speech recognition, and CI/CD testing, and collaborate with development, QA and contact centre teams to identify defects and support regression testing.

Qualifications

• Hands-on IVR automation testing experience.
• Strong knowledge of DTMF-based customer journeys.
• Experience with Genesys Cloud or CCaaS.
• Familiar with CR Velocity for automation.
• Collaborate with Dev, QA and contact centre teams.
• Knowledge of CI/CD pipelines.
• Experience with speech recognition is a plus.
• Team player with strong problem-solving.

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

IVR automation

DTMF testing

Genesys Cloud

Automation testing

CI/CD pipelines

API testing

Speech recognition

QA collaboration

Tools

CR Velocity

CCaaS

APIs

Job description

Job Description

Insight Global is looking for an IVR Automation Engineer with strong contact centre experience to support the development and automation of IVR solutions. The ideal candidate will have hands‑on experience with IVR/DTMF testing and automation, preferably within Genesys Cloud or another CCaaS environment.

Key Responsibilities include the below:

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

Nice to Have Skills & Experience

Experience with speech recognition

Experience with CI/CD pipelines

Experience with API base dtesting

We may use artificial intelligence tools to assist with the screening, assessment, or selection of potential applicants for this position.

Vacancy: This posting is for a currently vacant role, and the successful candidate will be hired into an existing open position.