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
Nice to Have Skills & Experience
Experience with speech recognition
Experience with CI/CD pipelines
Experience with API base dtesting
Insight Global is looking for an IVR Automation Engineer with solid 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
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
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