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 setting.

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

Nice to Have Skills & Experience

Experience with speech recognition

Experience with CI/CD pipelines

Experience with API base dtesting

We may use artificial intelligence tools to assist with the screening, assessment, or selection of potential applicants for this position.

Vacancy: This posting is for a currently vacant role, and the successful candidate will be hired into an existing open position.

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