IVR QA Tester

3 weeks ago

Bengaluru Karnataka India, Karnataka Tagshaw Consulting Limited Full time

Job Title: Senior IVR QA Engineer (Cyara / Genesys)

Experience: 6+ Years

Location: Remote / Onsite (as applicable)

Employment Type: Full-Time

About the Role

We are looking for a highly skilled IVR QA Engineer with deep expertise in Cyara and Genesys IVR platforms. The ideal candidate should bring strong testing fundamentals, hands-on automation skills, and a solid understanding of customer interaction systems within the banking and financial services domain.


Key Responsibilities

  1. Perform end-to-end IVR testing — from inbound call initiation through IVR interactions to call transfer and agent desktop validation.
  2. Design and execute manual and automated test cases using Cyara across regression, functional, and system integration cycles.
  3. Analyze and validate IVR call flow diagrams, ensuring business logic and customer journeys are implemented as designed.
  4. Conduct load and stress testing using Cyara Hammer and Cruncher tools to assess IVR performance and system resilience.
  5. Perform Voice Biometric enrolment and verification testing and validate Speech / Conversational IVR accuracy.
  6. Collaborate closely with cross-functional teams — developers, architects, and business analysts — to ensure end-to-end quality assurance.
  7. Log, track, and triage defects with clear evidence (logs, call recordings, test data) through standard QA tools (e.g., JIRA, Azure DevOps).
  8. Perform basic validation of Agent Toolbar / Desktop interactions, including data passed from IVR to agent screen pop.


Required Skills and Experience


  1. 6+ years of experience in IVR Testing with strong exposure to Cyara (manual and automated).
  2. In-depth understanding of Genesys platforms – both on-premise and cloud environments.
  3. Solid foundation in software QA methodologies, tools, and best practices.
  4. Proven experience with banking or financial services IVR systems.
  5. Hands-on experience in stress/load testing using Hammer or Cruncher.
  6. Exposure to Voice Biometrics and Speech IVR validation.
  7. Familiarity with Agent Desktop Testing and understanding of customer data handover flows.
  8. Excellent analytical, communication, and documentation skills.


Good to Have


  1. Experience working in Agile / SAFe environments.
  2. Basic knowledge of API testing and backend data validation.
  3. Exposure to Contact Center testing and IVR-Agent integration flows.

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