Genesys IVR Tester

Job DescriptionSeeking 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.

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Key ResponsibilitiesPerform 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 Skills5+ 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. xzbcwsv Exposure to Speech Recognition (ASR), Text-to-Speech (TTS), and Conversational AI/Chatbot testing.