Genesys IVR Tester

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

Seeking an experienced IVR Tester with Spanish language proficiency to support testing activities for enterprise contact center platforms. The ideal candidate will have hands‑on experience testing IVR applications, validating call flows, and ensuring a seamless customer experience across both English and Spanish interactions. Experience with contact center technologies such as Genesys, Avaya, Cyara is highly preferred.

Key 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.

Required Skills

5+ years of experience in IVR/Contact Center testing.

Fluent in Spanish and English (reading, writing, and speaking).

Ability to 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.