Bilingual IVR Tester (Spanish/English) – Genesys & CX

KPG99 INC; Jersey City (NJ); On-site; USD 85,000 - 110,000; Full time

Job summary

KPG99 INC. is seeking an experienced IVR Tester to support testing across English and Spanish interactions, with hands-on work on IVR applications and call flows.

The role emphasizes validating translations, routing logic, and API integrations within enterprise contact center environments. The ideal candidate will bring 5+ years in IVR/CC testing, fluency in Spanish and English, and experience with Genesys Cloud CX, Avaya, Cyara, and defect-tracking tools.

Qualifications

• 5+ years of experience in IVR/Contact Center testing.
• Fluent in Spanish and English (reading, writing, speaking).
• Validate Spanish IVR prompts and customer interactions.
• Strong understanding of IVR technologies and call routing concepts.
• Experience with platforms such as Genesys Cloud CX, Avaya, Cyara or similar.
• Hands-on experience with test management and defect tracking tools (JIRA, Octane).
• Experience validating APIs using Postman or similar tools.
• Knowledge of SQL for backend data validation.
• Strong analytical and troubleshooting skills.
• Experience with automation testing tools.
• Knowledge of Agile/Scrum methodologies.
• Experience in Banking, Financial Services, or Contact Center environments.
• Exposure to Speech Recognition (ASR), Text-to-Speech (TTS), and Conversational AI/Chatbot testing.

Responsibilities

• Perform functional, integration, regression, and end-to-end testing of IVR applications.
• Validate IVR call flows, prompts, speech recognition, DTMF inputs, routing logic, and self-service functionalities.
• Execute test cases for English and Spanish language IVR interactions.
• Verify translation accuracy and consistency of Spanish prompts and customer journeys.
• Test integrations between IVR, CRM systems, databases, APIs, and backend applications.
• Analyze call logs and IVR reports to identify and troubleshoot issues.
• Document test scenarios, test cases, defects, and test results.
• Collaborate with Business Analysts, Developers, Product Owners, and Contact Center teams to resolve issues.
• Participate in UAT support and production validation activities.
• Ensure compliance with organizational quality standards and testing best practices.

Skills

IVR testing

Spanish & English

Genesys Cloud CX

Avaya

Cyara

JIRA

Postman

SQL queries

API validation

Automation testing

Agile/Scrum

UAT support

Test documentation

Tools

JIRA

Octane

Postman

Job description

KPG99 INC. is seeking an experienced IVR Tester to support testing across English and Spanish interactions, with hands-on work on IVR applications and call flows.

The role emphasizes validating translations, routing logic, and API integrations within enterprise contact center environments. The ideal candidate will bring 5+ years in IVR/CC testing, fluency in Spanish and English, and experience with Genesys Cloud CX, Avaya, Cyara, and defect-tracking tools.