Cyra Tester

About the role

Develop, maintain, and execute CYRA automated test scripts for contact center technologies, including IVR platforms, CXone Studio/Architect, and Genesys Cloud.

Responsibilities

• Build automated test suites for regression, smoke, and functional testing.
• Validate IVR behavior, including call routing, prompts, error flows, DTMF, ASR, and TTS.
• Analyze CYRA reports and troubleshoot failures.
• Test CXone Studio/Architect IVR flows, routing strategies, queues, and skills.
• Validate call recording triggers across CXone and Genesys Cloud.
• Identify issues such as call drops, latency, IVR delay, queue buildup, and system bottlenecks.
• Conduct load and performance testing using CYRA or external tools (e.g., Hammer, custom call generators).
• Simulate high-volume and concurrent calls to 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 IVR systems using Cyara and Python/JavaScript.
• Verify and validate performance and reliability of IVR systems.
• Develop and document test plans.
• Collaborate with development teams to ensure timely defect resolution.
• Work directly with customers and vendors.

Requirements

• Minimum 4 years of experience in contact center-related technologies.
• Experience testing IVR platforms, including manual and Cyara-based testing.
• Good understanding of contact center concepts: IVR, Bots, Routing, CTI, Agent Desktop, Dialers, and WFM.
• Experience with Cyara Velocity, Cruncher, and Pulse modules.
• Strong analytical, problem-solving, and troubleshooting skills.
• Excellent communication skills.

Pay

$80,000–$85,000 a year