Cyara IVR Tester

Responsibilities

• Develop, maintain, and execute CYRA automated test scripts.
• Build automated suites for regression, smoke, and functional testing.
• Validate IVR behavior, call routing, prompts, error flows, DTMF/ASR/TTS.
• Analyze CYRA reports and troubleshoot failures.
• Test CXone Studio/Architect IVR flows, routing strategies, queues & skills.
• Validate call recording triggers across CXone and Genesys Cloud.
• Identify call drops, latency, IVR delay, queue buildup, and system bottlenecks.
• Perform load and performance testing using CYRA or external tools to generate high-volume call simulations.
• Simulate concurrent calls and track system performance.
• Prepare test scenarios, test cases, and reusable scripts.
• Perform end-to-end customer journey testing for voice and digital channels.
• Design, develop, execute, and maintain automated test scripts for the IVR system.
• Verify and validate performance and reliability of the IVR system.
• Develop and document test plans.
• Work closely with the development team to ensure defects are closed in a timely manner.

Requirements

• Minimum 4 years of experience in contact center related technologies.
• Experience in testing any IVR platform (manual and Cyara).
• Good understanding of contact center concepts: IVR, Bots, Routing, CTI, Agent Desktop, Dialers, WFM.
• Good understanding of Cyara Velocity, Cruncher, and Pulse modules.
• Experience in voice load testing using tools like CYRA, Hammer, or custom call generators.
• Strong analytical, problem-solving, and troubleshooting skills.
• Excellent communication skills.
• 6-8 years of experience in a relevant role.

Skills

• Cyara IVR testing (essential).
• Test automation using Python/JavaScript.
• Knowledge of contact center platforms: NICE CXone, Genesys, Cisco UCCE/UCCX.
• Good understanding of Software Testing Lifecycle (STLC).
• Genesys Developer skills (desirable).