Senior Quality Engineer I

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.  

We are seeking an Senior Quality Engineer 1 role focused on supporting quality delivery across Contact Centre, Conversational AI, and GenAI solutions. Works closely with teams to ensure reliable Cyara automation testing, accurate IVR and voice bot behavior, and smooth routing across Genesys Cloud/Engage and Amazon Connect. Contributes to validating GCP voice bots, NLU/NLP accuracy, GenAI-powered interactions, and strengthening automation practices.

Primary Responsibilities:

• Lead bot governance across Azure and GCP platforms, ensuring quality, compliance, and release readiness for Conversational AI and voice bot solutions
• Validate NLU/NLP performance, intent accuracy, training data quality, and GenAI/LLM prompt behavior, while monitoring bot health, conversational performance, and model drift using analytics and infrastructure tools
• Design, execute, and maintain Cyara test plans, campaigns, CX models, IVR workflows, regression packs, and drive end to end automation using Cyara, Botium, and API integrations to improve efficiency and scalability
• Perform in depth troubleshooting of Cyara logs, call recordings, and performance metrics, driving continuous improvements in IVR reliability and voice channel stability
• Execute end to end testing of contact centre and telephony platforms including Genesys Cloud/Engage and Amazon Connect, validating IVR flows, routing logic, queues, skill based routing, agent desktop interactions, transfers, conferencing, and wrap ups
• Test and regression validate Google Dialogflow ES/CX voice bots, including intent recognition, entity extraction, fulfillment and webhook integrations, telephony/audio integration, confidence scores, and fallback handling
• Define and execute comprehensive quality engineering practices including test scenarios, test cases, test data, traceability matrices, defect management, and functional, integration, regression, and UAT testing
• Collaborate closely with Product Owners, Architects, Conversational Designers, Developers, Telephony Engineers, and DevOps teams, actively participate in Agile ceremonies, and deliver test reports, execution summaries, and release readiness documentation
• 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

"Join the Enterprise Technology Infrastructure Platform Services ( ETIPS ) team, driving innovation and reliability across core systems.

Required Qualifications:

• 8+ years of QA experience in Contact Centre / Telephony / Voice Bots
• Solid experience with:
  • Cyara (CX Models, Pulse, Velocity, Call Explorer)
  • Cyara / API Integration
  • Gen AI / Conversational AI
  • Genesys Cloud / Engage or Amazon Connect
  • Google Cloud Dialog flow ES/ CX (Voice Bots)
  • Lex Bots
• Hands-on experience with IVR testing, call flows, SIP basics, CTI interactions
• Experience with Jira, Confluence, and test management tools (TestRail/Zephyr)
• Understanding of telephony integrations with voice bots (DF Telephony Gateway / Genesys Voice Gateway / Amazon Lex connectors)
• API testing using Insomnia/REST tools
• Proven to provide strategic QA leadership by aligning quality goals with business outcomes, proactively identifying risks, and driving effective solutions
• Proven to build solid cross functional partnerships, communicates clearly with leadership, and takes full ownership of delivery and outcomes
• Proven to mentor and empowers teams while remaining agile and adaptable in dynamic, fast changing environments

Preferred Qualifications:

• Experience working with chatbot/voicebot analytics
• Exposure to Google Cloud services like Cloud Functions, Pub/Sub, Cloud Logging
• Basic automation: Python/Java/Selenium/Cypress
• Understanding of telecom protocols (SIP, RTP)
• Knowledge of performance testing

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.