Quality Engineer - Cyana, Contact Centers

Requisition Number: 2352423
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 a Quality Engineer with solid experience in Cyara testing, Contact Centre platforms (Genesys Cloud/Engage, Amazon Connect), and GCP-based Voice Bots. Supporting quality delivery across Contact Centre, Conversational AI, and GenAI solutions. The ideal candidate should be skilled in validating end to end customer journeys, IVR flows, voice bot interactions, telephony routing, and integrated contact center ecosystems.
Primary Responsibilities:

• Execute quality assurance for conversational AI and voice bots across Azure and GCP, ensuring compliance with release standards and production readiness.
• Test and validate NLU/NLP performance, intent accuracy, training data quality, and basic GenAI/LLM prompt behavior, identifying issues related to conversational effectiveness and model drift.
• Design, execute, and maintain Cyara test campaigns, CX models, IVR workflows, and regression suites; analyze call logs, recordings, and test results to identify defects and stability issues.
• Perform end-to-end testing of contact centre and telephony platforms including Genesys Cloud/Engage and Amazon Connect, covering IVR flows, routing logic, queues, agent desktop interactions, transfers, conferencing, and wrap-ups.
• Test basic conversational flows in Google Dialogflow ES or CX, validate intent recognition and fallback behavior, troubleshoot simple NLU or webhook issues, and escalate defects to developers or conversational designers.
• Validate integrations with CRM, WFM, reporting systems, bots, and downstream applications to ensure seamless end-to-end voice and chat experiences.
• Create and maintain detailed test scenarios, test cases, test data, and traceability matrices; perform functional, regression, integration, and UAT testing.
• Collaborate closely with developers, conversational designers, telephony engineers, and DevOps teams, participate in Agile ceremonies, and produce test execution reports and release sign-off documentation.
• Leverage enterprise-approved AI tools to enhance productivity and innovation by streamlining workflows and automating repetitive tasks.
• Evaluate emerging trends to drive continuous improvement and strategic innovation
• Join the Enterprise Technology Infrastructure Platform Services ( ETIPS ) team, driving innovation and reliability across core systems.
• Rest all confirm
• 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:

• 3+ 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 Dialogflow ES/ CX (Voice Bots)
• Hands-on experience with IVR testing, call flows, SIP basics, CTI interactions
• Experience in API testing using Postman/Insomnia/REST tools
• Experience with Jira, Confluence, and test management tools (TestRail/Zephyr)
• Experience working with AI-assisted testing tools, conversational analytics, or AI-driven insights as a consumer or validator of AI outputs
• Understanding of telephony integrations with voice bots (DF Telephony Gateway / Genesys Voice Gateway / Amazon Lex connectors)
• Proven solid analytical, problem-solving, and communication skills with a quality-first mindset, attention to detail, and effective collaboration in Agile teams

Preferred Qualifications:

• Experience working with chatbot/voice-bot 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.