IVR Tester

About the role

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.

Locations: Plano, TX; Jersey City, NJ; Charlotte, NC. Full-time position.

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.

Requirements

• 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.