IVR Quality Engineer

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 inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.

This role will be responsible for development, maintenance, and execution of manual / automation / performance scripts for Contact Centre applications.

Primary Responsibilities:

• Analyze the functional and non-functional requirements of the contact centre application solutions in Agile methodology
• Effectively plan, define test strategy/test cases, provide QA estimates, provide test management, and test reporting
• Perform manual/automated testing and log detailed defects in Rally
• Be accountable for all project or release test efforts for programs that span multiple domains and apps including System Integration or End to End Testing efforts
• 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:

• Undergraduate degree or equivalent experience
• 3+ years of experience in testing Genesys IVR applications and Conversational AI applications (including Voice BOT)
• 3+ years of experience in IVR Testing Tools – CYARA Velocity, CYARA Virtual Agent and CYARA Cruncher
• Hands-on experience in Voice BOT / NLU Testing
• Hands-on experience on Text-to-speech augmentation
• Hands on experience on SSML tags, Audio Augmentation
• Experience with Splunk queries and log validations
• Experience in call routing and skill-based testing
• Proven experience identifying and managing risks
• Proven Functional Testcase and Test data preparation
• Proven attention to details, strong work ethic and result orientation
• Proven excellent communication skills with ability to work independently and as part of a team
• Proven flexibility to support and manage multiple projects/deadlines simultaneously
• Proven ability to occasional work evening and weekend hours as required to support system deployments

Preferred Qualification:

• Knowledge on Python coding

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.