IVR QA Specialist – English & French Speaking

About the role

We are seeking a bilingual English‑French IVR QA Specialist to join a remote contract engagement through late 2026. The role focuses on testing, quality assurance, and troubleshooting of a client’s IVR and contact‑center environment, ensuring flawless customer journeys in both languages.

Key responsibilities

• Execute end‑to‑end testing of IVR call flows, routing logic, prompts, menus, transfers and queues.
• Validate functionality for English and French experiences, including grammar, pronunciation and cultural appropriateness.
• Identify, document and track defects, broken flows and routing failures.
• Perform regression testing after configuration changes, fixes or releases.
• Investigate technical issues, reproduce customer problems and provide clear documentation for development teams.
• Review logs, call‑flow behavior and system configurations to support root‑cause analysis.
• Use ticketing platforms (Jira, Zendesk, ServiceNow) to prioritize and track issues.

Required profile

• Professional experience testing IVR, contact‑center or telephony solutions.
• Hands‑on experience with Amazon Connect (AWS) and/or Genesys.
• Strong bilingual communication skills in English and French (Canadian French preferred).
• Familiarity with AI‑enabled customer‑service technologies and modern contact‑center environments.

Required skills

• Amazon Connect
• Genesys
• AWS
• Jira
• Zendesk
• ServiceNow

What we offer

• Fully remote work arrangement.
• Contract engagement with potential extension based on performance.
• Opportunity to work on cutting‑edge IVR and AI‑driven contact‑center projects.