IVR/Contact Center Tester

Job summary

Design and maintain Cyara automated tests for IVR and contact flows, and lead functional, regression, integration, and end-to-end testing. Analyze results, coordinate defect resolution, support releases and production validation, and recommend improvements to testing practices.

Job details

IVR/Contact Center Tester Work Location: downtown Toronto, ON. hybrid, 2-3 days per week onsite Start ASAP Contract End: May 31, 2027, renewable We are seeking an experienced IVR/Contact Center Tester to support a large-scale enterprise testing and quality assurance initiative. The ideal candidate will have extensive experience with Cyara automation, IVR testing, contact center technologies, and end-to-end quality assurance processes. This role will focus on leading testing efforts, developing automated test solutions, and ensuring the quality and stability of customer-facing contact flows and voice applications. Role Description Designs and builds Cyara automation for IVR and contact flow validation, executes functional and regression testing, and manages defect triage. Key Responsibilities Design, develop, and maintain Cyara automated test scripts for IVR and contact flow validation. Lead functional, regression, integration, and end-to-end testing activities. Validate contact center and IVR applications to ensure alignment with business and technical requirements. Analyze test results, identify defects, and drive resolution activities. Manage and coordinate defect triage sessions and coordinate remediation efforts across teams. Develop test strategies, test plans, test cases, and testing documentation. Support release validation, production readiness, and deployment testing. Collaborate with business stakeholders, developers, and project teams to ensure complete test coverage. Support UAT, post-deployment validation, and production stabilization efforts. Provide leadership and recommendations to improve automation frameworks, testing processes, and overall quality assurance practices. Required Skills & Experience Strong experience with Cyara testing and automation platforms. Hands-on experience testing IVR systems, contact center applications, and call flows. Experience developing and executing automated functional and regression testing solutions. Strong understanding of software testing methodologies, QA standards, and test management processes. Experience leading defect management, triage, and resolution activities. Strong analytical, troubleshooting, and problem-solving skills. Excellent communication and stakeholder management abilities. Experience working within large enterprise or financial services environments is considered a strong asset.

What you’ll do

Design and maintain Cyara automated tests for IVR and contact flows, and lead functional, regression, integration, and end-to-end testing. Analyze results, coordinate defect resolution, support releases and production validation, and recommend improvements to testing practices.

Requirements

Requires strong experience with Cyara automation and hands-on testing of IVR systems, contact center applications, and call flows. Candidates should have experience with automated functional and regression testing, QA methodologies, defect management, and strong analytical and communication skills; enterprise or financial services experience is an asset.

Listed skills

• Stakeholder Management · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Cyara Automation
• IVR Testing
• Contact Center Testing
• Automated Test Script Development
• Functional Testing
• Regression Testing
• Integration Testing
• End-to-End Testing
• Defect Management
• Defect Triage
• Test Strategy Development
• Test Planning
• Release Validation
• UAT
• Production Readiness
• Stakeholder Management

Job areas

• Technology
• Software
• Customer Service & Support