Job Title: Software QA IVR Automation Engineer (IVR & Insurance Domain)

Employment Type: Full-Time

Work Model: Remote

Location: Mexico

Position Overview:

We are seeking a skilled and detail-oriented IVR Automation Testing Engineer to join our Quality Assurance team. In this role, you will design, develop, and execute automated testing scripts specifically for Interactive Voice Response (IVR) and contact center systems. You will collaborate closely with developers, business analysts, and DevOps teams to ensure seamless voice user interfaces, accurate call routing, and flawless integration with backend databases.

Your expertise will directly impact our customer experience by ensuring high-performing, reliable communication channels.

Key Responsibilities:

Functional & End-to-End Testing: Design, maintain, and execute extensive functional test scenarios for complex Interactive Voice Response (IVR) call flows, specifically tailored for insurance business processes and customer journeys.

Automation Development: Design, Build, maintain, and execute automated smoke and regression test suites using the Eddie automation tool to ensure rapid and reliable release cycles.

Release & Regression Execution: Perform rigorous smoke and regression testing for IVR call flows during every software release, verifying speech-to-text, audio prompts, intent recognition, and backend integrations.

Defect Management & Logging: Identify, document, and track defects efficiently, collaborating with developers and product teams to resolve issues pre- and post-release.

Flow & Log Analysis:



Analyze call routing paths, system logic, and application logs during test execution to troubleshoot failures and validate expected behaviors.

Performance & Load Testing: Conduct stress, load, and performance testing on voice channels to simulate high call volumes and ensure system stability.

Required Skills & Experience:

IVR Testing Expertise: Strong, hands-on experience in testing Interactive Voice Response (IVR) systems, voice bots, and conversational AI flows (handling audio prompts, DTMF inputs, and speech recognition).

Insurance Domain Knowledge: Sound understanding of insurance workflows (e.g., claims processing, policy management, billing, or customer service operations).

Policy Administration Systems (PAS): Familiarity with insurance PAS platforms such as Guidewire (considered a strong plus/optional asset).

Testing Methodologies: Solid foundation in Agile/Scrum methodologies, test planning, writing test cases, and executing functional and regression tests.

Tools & Technologies Knowledge:

IVR Platforms: SoundHound, Amelia IVR (or equivalent conversational AI/voice platforms).

Test Automation: Eddie automation framework.

Monitoring & Log Analysis: Splunk (for tracking call logs, system traces, and debugging errors).

Documentation & Design: Lucidchart or Draw.io (for mapping and understanding complex call flow diagrams).

Acceptable Alternative / Similar Tool Experience

Experience with alternate IVR testing and monitoring tools like Cyara or Genesys IVR will be considered fully transferable and acceptable.

📌 IVR / Voice QA Automation Engineer (México)
🏢 Pyramid Consulting
📍 México