Job Description Insight Global is looking for an IVR Automation Engineer with strong contact centre experience to support the development and automation of IVR solutions.

The ideal candidate will have hands-on experience with IVR/DTMF testing and automation, preferably within Genesys Cloud or another CCaaS environment.

Key Responsibilities include the below: Build and maintain automated testing for IVR and contact centre workflows Test IVR functionality, including DTMF-based customer journeys Use CR Velocity to support IVR automation and testing Validate IVR functionality within Genesys Cloud or other CCaaS platforms Identify, troubleshoot, and document defects Support regression testing as changes are introduced Work closely with development, QA, and contact centre teams Support API, speech recognition, and CI/CD testing where applicable Skills and Requirements Bilingual in French and English Strong experience working within contact centre / IVR environments Hands-on experience with IVR and DTMF testing Experience using CR Velocity as an automation/testing tool Experience with Genesys Cloud or another CCaaS platform 2–3+ years of automation experience Ability to develop, execute,



and maintain automated test scenarios for IVR/contact centre workflows Strong troubleshooting and problem-solving skills Experience with speech recognition Experience with CI/CD pipelines Experience with API base dtesting We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day.

We are an equal employment prospect/affirmative action employer that believes everyone matters.

Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances.

If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [email protected].

📌 Bilingual IVR Automation Engineer (Toronto)
🏢 Insight Global
📍 Toronto