Genesys Ivr Tester

Tata Consultancy Services; Plano (TX); On-site; USD 100,000 - 130,000; Full time

Benefits offered by this job

Discretionary Annual Incentive

Medical Coverage: Health, Dental, Vis

401K Plan & Financial Benefits

Certification & Training Reimbursement

Job summary

Tata Consultancy Services Limited is seeking an experienced IVR Tester with Spanish language proficiency to support testing on enterprise contact center platforms. The role covers English and Spanish interactions, validation of IVR prompts, call flows, and integration testing across CRM, databases, and APIs.

The ideal candidate will have 5+ years in IVR/CC testing, fluency in Spanish and English, and hands-on 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, and speaking).
• Ability to validate Spanish IVR prompts and customer interactions.
• Strong understanding of IVR technologies and call routing concepts.

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

Spanish & English fluency

IVR/Contact Center testing

JIRA/Octane

Postman API testing

SQL data validation

Automation testing

Agile/Scrum

ASR/TTS/ Conversational AI testing

Industry experience in Banking/FS/CC

Genesys Cloud CX

Education

Bachelor of Computer Science

Tools

Genesys Cloud CX

Avaya

Cyara

Postman

JIRA

Octane

Job description

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.

TCS Employee Benefits Summary

• Discretionary Annual Incentive.
• Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.
• Family Support: Maternal & Parental Leaves.
• Insurance Options: Auto & Home Insurance, Identity Theft Protection.
• Convenience & Professional Growth: Commuter Benefits & Certification & Training Reimbursement.
• Time Off: Vacation, Time Off, Sick Leave & Holidays.
• Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.

Location

Plano, TX

Function

TECHNOLOGY

Role

Engineer

ID

436548

Skills

• Genesys IVR

Desired Candidate Profile

Qualifications

BACHELOR OF COMPUTER SCIENCE

Salary Range

Salary Range: $100,000 - $130,000 a year

$100,000 - $130,000