Genesys Or IVR Testing

We are looking for an experienced Genesys IVR Tester with strong knowledge of Interactive Voice Response (IVR) testing, contact center solutions, and telephony technologies. The candidate will be responsible for testing Genesys IVR applications, call flows, routing strategies, self-service functionalities, and integrations to ensure a seamless customer experience.

The ideal candidate should have hands-on experience in functional testing, regression testing, end-to-end call flow validation, API testing, and troubleshooting telephony-related issues in Genesys Cloud CX or Genesys Engage environments.

Key Responsibilities

• Perform functional, system integration, regression, and end-to-end testing of Genesys IVR applications.
• Validate IVR call flows, welcome prompts, menu options, DTMF inputs, speech recognition, and error-handling scenarios.
• Test inbound and outbound call flows, call routing, queue selection, skill-based routing, and agent transfers.
• Validate Architect flows in Genesys Cloud CX or routing strategies in Genesys Engage.
• Test call handling scenarios, including call transfers, conference calls, hold, disconnect, and callback functionality.
• Verify integration between Genesys IVR and backend systems using REST APIs, web services, CRM applications, and databases.
• Validate customer authentication, PIN verification, account lookup, and self-service transactions.
• Perform API testing using Postman or similar tools and validate backend responses.
• Test CTI integrations, agent desktop functionality, and screen-pop behavior where applicable.
• Validate IVR prompts, audio quality, prompt sequencing, timeout handling, invalid input handling, and retry logic.
• Execute test cases, prepare test data, document results, and maintain test evidence.
• Log, track, and manage defects using Jira, Azure DevOps, or similar defect-tracking tools.
• Perform root-cause analysis for IVR failures by analyzing logs, call traces, API responses, and routing behavior.
• Collaborate with developers, business analysts, telephony engineers, and contact center teams to resolve issues.
• Support UAT, production validation, release testing, and post-deployment verification.