Genesys Cloud IVR Test Engineer

Job Title: Genesys Cloud IVR Test Engineer

Location: 100% Remote

Seeking an experienced Genesys Cloud IVR Test Engineer to support a large-scale migration from Genesys Engage to Genesys Cloud. The immediate focus is execution and validation of approximately 5,000 interactive voice response (IVR) test cases before production deployment. This hands-on technical role will independently interpret voice user interface (VUI) and IVR call-flow designs, execute end-to-end caller scenarios, and determine whether configured Genesys Cloud experiences behave as intended. This is not an enterprise architecture position.

Responsibilities:

• Execute a large volume of predefined IVR and call-flow test cases associated with the migration to Genesys Cloud.
• Review and interpret VUI and IVR flow diagrams representing the intended caller experience and routing logic.
• Compare documented test cases with the corresponding IVR design to confirm each scenario accurately represents the intended call flow.
• Execute end-to-end call-flow scenarios and validate that actual system behavior matches the expected design.
• Follow complex IVR branching and decision logic across different caller scenarios.
• Identify discrepancies among the documented IVR design, test case, and actual Genesys Cloud behavior.
• Troubleshoot failed or unexpected call-flow behavior and provide useful issue details to engineering and project resources.
• Document test results, defects, exceptions, and unexpected behaviors clearly and consistently.
• Retest scenarios after issues are corrected.
• Work through a high-volume testing backlog while maintaining accuracy and attention to detail.
• Collaborate with Genesys resources, project management, and other technical stakeholders throughout the migration.

Qualifications:

Required Qualifications

• Hands-on experience with Genesys Cloud in a contact-center environment.
• Strong understanding of IVR technologies and call-flow logic.
• Ability to read and interpret IVR and VUI flow diagrams and translate a visual call-flow design into expected system behavior.
• Experience validating or troubleshooting complex caller journeys, including menus, branching paths, routing decisions, prompts, and related IVR behaviors.
• Strong analytical ability and technical judgment to independently determine whether actual system behavior aligns with the intended design.
• Experience with technical testing, system testing, integration testing, regression testing, or user acceptance testing (UAT) in a contact-center environment.
• Ability to execute structured test cases while recognizing when a test case may not align with the intended design.
• Strong troubleshooting and problem-solving skills.
• Ability to communicate technical issues clearly to engineers, project managers, and other stakeholders.
• Ability to work independently and productively in a fast-moving migration environment.

Preferred Qualifications

• Previous experience with Genesys Engage.
• Experience supporting a Genesys Engage-to-Genesys Cloud migration.
• Experience specifically testing Genesys IVR and call flows.
• Broad contact-center or telecommunications experience.
• Experience with large-scale contact-center migration or modernization projects.
• Familiarity with structured defect management and testing processes.

Tools and Technologies:

• Genesys Cloud
• Genesys Engage
• Interactive voice response (IVR) and voice user interface (VUI) call-flow diagrams
• Test case management and structured defect tracking tools