Cyara Tester
- Fixity Technologies
7 Days Ago
NA
Yearly
Detroit-MI
6-15 Years
Required Skills: IVR, Genesys, Cyara, CXone
Job Description
We are seeking an experienced Cyara Tester with strong expertise in Genesys Inbound Voice and Contact Center technologies. The ideal candidate will be responsible for designing, developing, and executing automated and manual test strategies for IVR and voice-based customer experience solutions. This role requires hands-on experience with Cyara, Genesys Cloud, and contact center testing, including IVR, routing, call flows, performance testing, and end-to-end customer journey validation.
Key Responsibilities
IVR & Contact Center Testing
- Design, develop, execute, and maintain automated and manual test scripts for IVR systems.
- Validate IVR call flows, prompts, call routing, error handling, DTMF, ASR, and TTS functionality.
- Perform end-to-end testing of customer voice and digital channel journeys.
- Test contact center solutions including Genesys Cloud and NICE CXone platforms.
- Validate routing strategies, queues, agent skills, call transfers, and recording triggers.
Test Automation
- Develop, maintain, and execute Cyara automated test scripts.
- Build and manage automation suites for regression, smoke, and functional testing.
- Utilize Python or JavaScript to enhance and support test automation frameworks.
- Analyze Cyara reports and troubleshoot test failures.
Performance & Load Testing
- Execute voice load and performance testing using Cyara, Hammer, or similar tools.
- Simulate concurrent and high-volume call traffic to assess system scalability.
- Identify and troubleshoot call drops, latency, IVR delays, queue buildup, and system bottlenecks.
- Validate performance, reliability, and stability of voice applications.
Quality Assurance & Collaboration
- Create and maintain test plans, test scenarios, test cases, and reusable test assets.
- Track, document, and report defects and test results.
- Collaborate with development teams, business stakeholders, vendors, and customers to ensure timely resolution of issues.
- Participate in requirement reviews and provide testing recommendations.
Required Skills & Qualifications
Must-Have Skills
- 6-10 years of overall QA/Test Automation experience.
- Minimum 4 years of experience in Contact Center and IVR testing.
- Hands-on experience with Cyara testing tools.
- Strong experience with Genesys Cloud and/or NICE CXone.
- Experience in IVR automation and voice application testing.
- Proficiency in Python or JavaScript for test automation.
- Experience with voice performance and load testing.
Contact Center Knowledge
Strong understanding of:
- IVR (Interactive Voice Response)
- Voice Bots / Conversational AI
- Call Routing
- CTI (Computer Telephony Integration)
- Agent Desktop
- Dialers
- Workforce Management (WFM)
Cyara Expertise
Hands-on experience with:
- Cyara Velocity
- Cyara Cruncher
- Cyara Pulse
