Quality Engineering Lead – Cyara Automation, Testing

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.

Primary Responsibilities:

• Conduct thorough testing of contact center solutions, including Voice Inbound, Voice Outbound, Chat, and Email channels
• Perform Routing/CTI testing to ensure seamless call routing and integration with CTI systems
• Utilize Cyara Automation for end-to-end testing of contact center workflows
• Develop and execute API testing strategies to validate backend services and integrations
• Implement and maintain UI automation frameworks using tools such as Selenium, Playwright, TOSCA, and Cypress
• Collaborate with development, product management, and operations teams to identify and resolve quality issues
• Create and maintain detailed test plans, test cases, and test scripts
• Analyze test results, identify defects, and work with the development team to ensure timely resolution
• Continuously improve testing processes and methodologies to enhance product quality and efficiency
• Mentor and guide junior quality engineers, providing technical expertise and support
• Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so

Required Qualifications:

• Bachelor’s degree in Computer Science, Engineering, or a related field
• 5+ years of experience in quality engineering, with a focus on contact center testing
• Experience with API testing and UI automation tools (Selenium, Playwright, TOSCA, Cypress)
• Solid knowledge of contact center technologies and protocols
• Proficiency in Routing/CTI testing and Cyara Automation
• Proven excellent analytical and problem-solving skills
• Proven solid communication and collaboration skills
• Proven ability to work independently and as part of a team
• Proven to be detail-oriented with a commitment to delivering high-quality results

Preferred Qualifications:

• Certification in quality assurance or related fields
• Experience with cloud-based contact center solutions
• Knowledge of Agile/Scrum methodologies

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes – an enterprise priority reflected in our mission.