IVR QA Specialist

IVR QA opportunity

CX Technology Solutions is hiring an experienced IVR QA Specialist for an immediate remote contract supporting quality assurance of a client’s customer-service and IVR environment. The work combines contact-center technology knowledge, structured testing, technical troubleshooting, and professional bilingual English/French communication.

You will validate IVR functionality and customer journeys in both languages, identify defects and inconsistencies, document findings, and work with technical and project teams until issues are resolved. Experience with Amazon Connect and/or Genesys is required; familiarity with AI-enabled customer-service technology is strongly valued.

What you'll do

IVR testing & quality assurance

• Run end-to-end tests of IVR call flows, routing logic, prompts, menus, transfers, queues, and customer journeys.
• Validate equivalent functionality across English and French experiences.
• Review French prompts, terminology, grammar, pronunciation, and overall customer experience; Canadian French experience is especially valuable.
• Test positive, negative, exception, boundary, and edge-case scenarios.
• Validate routing and escalation behavior across different customer intents and conditions.
• Identify defects, broken flows, incorrect prompts, routing failures, inconsistencies, and other customer-experience problems.
• Perform regression testing after configuration changes, fixes, and releases.
• Document test scenarios, results, defects, and supporting evidence.

Technical support & troubleshooting

• Investigate IVR/contact-center issues and help determine whether the cause sits in call flows, configuration, integrations, routing, data, or downstream systems.
• Reproduce customer or user issues and provide clear evidence and technical documentation to engineering teams.
• Review logs, call-flow behavior, configuration, and available diagnostics to support root-cause analysis.
• Create, update, prioritize, and track issues in tools such as Jira, Zendesk, ServiceNow, or equivalent platforms.
• Work with developers, engineers, contact-center specialists, support teams, and client stakeholders to validate fixes.
• Differentiate software defects from configuration, user, integration, or environmental issues.

AI & modern contact-center experience

Modern service environments increasingly blend traditional IVR with conversational AI, automation, intelligent routing, and virtual-agent experiences. You do not need to be an AI developer, but you should understand how AI-enabled customer interactions are tested, how unexpected behavior is identified, and how findings should be documented and escalated.

Relevant experience may include

• Conversational AI and virtual agents
• AI-assisted customer service
• Natural Language Understanding (NLU)
• Intent recognition and intelligent routing
• Automated customer journeys
• Generative-AI-enabled support applications
• Speech recognition and text-to-speech
• Human-in-the-Loop escalation workflows

IVR QA qualifications

• Professional experience testing IVR, contact-center, telephony, or customer-service technology, including execution and validation of IVR test scripts and call flows.
• Hands-on Amazon Connect (AWS) and/or Genesys experience.
• Strong understanding of IVR flows, routing, queues, prompts, transfers, and escalation paths.
• Experience with functional, regression, integration, and end-to-end testing.
• Strong technical troubleshooting and analytical skills.
• Experience with technical-support or defect-management ticketing systems.
• Ability to create clear test scenarios, reproduce issues, document defects, and communicate findings to technical teams.
• Comfort working with SaaS applications, APIs, integrations, and cloud environments.
• Experience supporting CCaaS deployments and cutovers, including cutover planning, duty rosters, and coordination across environments.
• Full professional fluency in written and spoken English and French.
• Ability to work independently in a remote environment and collaborate with distributed teams.
• Availability to start as soon as possible.

Strongly preferred

• Native or professional-level Canadian French
• Previous work testing bilingual Canadian contact-center or IVR environments
• Amazon Connect contact-flow experience
• Genesys Cloud CX experience
• Experience supporting enterprise SaaS applications
• Familiarity with AWS and cloud integrations
• Experience with conversational AI, virtual agents, NLU, speech analytics, or AI-enabled customer service
• Experience working directly with development, QA, DevOps, or Tier 2/3 technical support teams

What success looks like

Success means helping customers receive an accurate, intuitive, consistent, and reliable journey whether they interact in English or French. You will act as a quality gate between the technology and the customer by finding problems before they reach production users and giving technical teams the evidence they need to resolve issues efficiently.

Contract details

• Engagement: Independent Contractor
• Initial term: expected through October 31, 2026, or November 13, 2026, depending on assignment
• Extension: possible, based on project requirements and performance
• Work arrangement: 100% remote
• Start: ASAP

About CXTS for the IVR QA role

CX Technology Solutions provides specialized technical support, customer experience, AI-enabled support, and technology services for organizations running complex SaaS and digital customer environments. Our teams work across customer experience, technical support, software, cloud, and AI to help clients deliver reliable customer interactions while their platforms scale and evolve.

Application requirements

Please submit both an English and a French version of your résumé/CV, together with a short summary of your Amazon Connect and/or Genesys experience, IVR testing background, work in bilingual English/French environments, and earliest available start date.

Only shortlisted candidates will be contacted.