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IVR QA Specialist — Contract | Remote
CX Technology Solutions
Contract: 2 months, with possibility of extension
Location: Remote
Start Date: ASAP
Language Requirement: Fully bilingual — English & French
Technology: Amazon Connect (AWS) and/or Genesys
Work Schedule: Full-time (40 hours/week), hours must be flexible and may require different shifts, client is on the Eastern time zone (Canada)
About the Opportunity
CX Technology Solutions is seeking an experienced IVR QA Specialist for an immediate contract engagement supporting the testing and quality assurance of a client’s customer service and IVR environment.
This role is ideal for someone who combines strong IVR/contact center technology knowledge, structured QA testing experience, technical troubleshooting skills, and exceptional bilingual English/French communication abilities.
The successful candidate will be responsible for validating IVR functionality and customer journeys across both English and French experiences, identifying defects and inconsistencies, documenting issues, and working closely with technical and project teams through resolution.
Experience with Amazon Connect (AWS) and/or Genesys is required. Familiarity with AI-enabled customer service technologies, ticketing platforms, and modern contact center environments is highly desirable.
What You'll Do
IVR Testing & Quality Assurance
- Execute end-to-end testing of IVR call flows, routing logic, prompts, menus, transfers, queues, and customer journeys.
Validate functionality across both English and French IVR experiences. - Confirm that French-language prompts, terminology, grammar, pronunciation, and customer experience are accurate and appropriate, with Canadian French experience strongly preferred.
- Test positive, negative, exception, boundary, and edge-case scenarios.
- Validate routing and escalation behavior across different customer intents and conditions.
- Identify defects, inconsistencies, broken flows, incorrect prompts, routing failures, and customer experience issues.
- Perform regression testing following configuration changes, fixes, and releases.
- Document test cases, test results, defects, and supporting evidence.
Technical Support & Troubleshooting
- Investigate IVR and contact center issues to help isolate whether problems originate within call flows, configurations, integrations, routing, data, or downstream systems.
- Reproduce reported customer and user issues and provide clear technical documentation to development and engineering teams.
- Review logs, call-flow behavior, system configurations, and available diagnostic information to support root-cause analysis.
- Create, update, prioritize, and track technical issues through ticketing systems such as Jira, Zendesk, ServiceNow, or equivalent platforms.
- Work collaboratively with developers, engineers, contact center specialists, support teams, and client stakeholders to validate fixes.
- Clearly distinguish defects from configuration, user, integration, or environmental issues.
AI & Modern Contact Center Experience
As customer service environments increasingly combine traditional IVR with conversational AI, automation, and intelligent routing, candidates should be comfortable working within AI-enabled customer experience environments.
Relevant experience may include:
- Conversational AI and virtual agents
- AI-assisted customer service
- Natural Language Understanding (NLU)
- Intent recognition and routing
- Automated customer journeys
- Generative AI-enabled support applications
- Speech recognition and text-to-speech technologies
- Human-in-the-Loop escalation workflows
You do not need to be an AI developer, but you should understand how AI-enabled customer interactions are tested, how failures or unexpected behavior are identified, and how those issues should be documented and escalated.
Required Qualifications
- Professional experience testing IVR, contact center, telephony, or customer service technology solutions, including executing and validating IVR test scripts and call flows.
- Hands-on experience with Amazon Connect (AWS) and/or Genesys.
- Strong understanding of IVR call flows, routing, queues, prompts, transfers, and escalation paths.
- Experience performing functional, regression, integration, and end-to-end testing.
- Strong technical troubleshooting and analytical skills.
- Experience using technical support or defect-management ticketing systems.
- Ability to create clear test scenarios, reproduce issues, document defects, and communicate findings to technical teams.
- Comfortable working with SaaS applications, APIs, integrations, and cloud-based technology environments.
- Experience supporting CCaaS deployments and cutovers, including developing cutover plans, managing duty rosters, and coordinating cutover activities across environments.
- Full professional fluency in both English and French — written and spoken.
- Ability to work independently in a remote environment and collaborate effectively with distributed technical teams.
- Ability to start as soon as possible.
Strongly Preferred
- Native or professional-level Canadian French language capability.
- Previous experience 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 environments and cloud-based integrations.
- Experience with conversational AI, virtual agents, NLU, speech analytics, or AI-enabled customer service solutions.
- Experience working directly with development, QA, DevOps, or Tier 2/3 technical support teams.
What Success Looks Like
You will help ensure that customers receive a consistent, accurate, intuitive, and reliable experience regardless of whether they interact in English or French.
You will serve as an important quality gate between the technology and the customer — identifying issues before they affect production experiences and providing technical teams with the information they need to resolve problems quickly.
Contract Details
Engagement: Independent Contractor
Initial Term: The role is expected to run until October 31, 2026, or November 13, 2026, depending on the assignment, with the potential for extension.
Extension: Potential to extend based on project requirements and performance
Work Arrangement: 100% Remote
Start: ASAP
About CX Technology Solutions
CX Technology Solutions provides specialized technical support, customer experience, AI-enabled support, and technology services to organizations operating complex SaaS and digital customer environments.
Our teams work at the intersection of customer experience, technology, technical support, and AI, helping clients deliver reliable customer experiences while scaling and evolving their technology platforms.
Interested?
Please submit both an English and a French version of your résumé/CV, along with a brief summary of your experience with Amazon Connect and/or Genesys, IVR testing, bilingual English/French environments, and your earliest available start date.
Only shortlisted candidates will be contacted.
