The Role
Lead governance and quality engineering for conversational and voice bots across Azure and GCP. Design and execute Cyara and telephony test plans, validate NLU/NLP and bot integrations, drive automation, monitor bot health, coordinate cross-functional teams, and produce release readiness artifacts.
Summary Generated by Built In
Requisition Number: 2371596
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.
Primary Responsibilities:
Required Qualifications:
Preferred Qualifications:
Soft Skills:
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.
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.
Primary Responsibilities:
- Bot Governance
- Lead bot governance across Azure and GCP platforms, ensuring quality, compliance, and readiness for all Conversational AI and voice bot releases
- Validate NLU/NLP performance, intent accuracy, training data quality, and GenAI/LLM prompt behaviour
- Use Infra/analytics tools to monitor bot health, model drift, and conversational performance
- Drive automation for scalable, reliable voice and chat bot experiences
- Cyara Testing
- Design and execute Cyara test plans, campaigns, CX Models, IVR workflows, and regression packs
- Drive end to end automation using Cyara /API integration with various 3rd party tools to improve efficiency and reduce efforts
- Troubleshoot Cyara logs, call recordings, and performance results
- Drive improvements in IVR and voice channel stability
- Contact Centre / Telephony Testing
- Test end-to-end call flows across Genesys Cloud / Engage, Amazon Connect, and voice routing solutions
- Validate:
- IVR flows
- Routing profiles & queues
- Skill/attribute-based routing
- Agent desktop interactions
- Transfers, conferencing & wrap-ups
- Test integrations with CRM, WFM, Reporting, Bots, and downstream applications
- GCP Voice Bot Testing
- Test conversational flows built on Google Cloud Dialogflow ES/ CX
- Validate:
- Intent recognition
- Entity extraction
- Fulfillment & webhook integrations
- Audio/telephony integration with Genesys/AWS
- Conduct regression testing for bot updates, NLU accuracy, confidence scores, and fallback handling
- Work with conversational designers and bot developers to improve bot performance and user experience
- Quality Engineering
- Create comprehensive test scenarios, cases, test data, and traceability matrices
- Perform functional, regression, integration, and UAT testing
- Support automation opportunities within Cyara or API-based frameworks
- Track defects and work closely with platform/telephony teams for resolution
- Collaboration
- Work with Product Owners, Architects, Conversational Designers, Developers, Telephony Engineers, and DevOps teams
- Participate actively in Agile ceremonies
- Produce 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
Required Qualifications:
- Undergraduate degree or equivalent experience
- 9+ years of QA experience in Contact Centre / Telephony / Voice Bots
- Experience with Cyara Botium for Vocie Bot/Chat Bot testing
- Experience with Jira, Confluence, and test management tools (TestRail/Zephyr)
- 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)
- Lex Bots
- Hands-on experience with IVR testing, call flows, SIP basics, CTI interactions
- Experience or knowledge in API testing using Insomnia/REST tools
- Understanding of telephony integrations with voice bots (DF Telephony Gateway / Genesys Voice Gateway / Amazon Lex connectors)
Preferred Qualifications:
- Bachelor's degree in Computer Science, Engineering, IT, or related field
- 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
Soft Skills:
- Strategic Leadership: Provides direction, aligns QA objectives with business goals, and drives long term quality strategy
- Cross Functional Influence: Builds strong relationships across engineering, product, business, and operations to ensure smooth delivery
- Executive Communication: Communicates clearly with stakeholders and leadership; presents risks, decisions, and recommendations with confidence
- Ownership & Accountability: Takes full responsibility for project outcomes and ensures teams deliver high quality results on time
- Proactive Problem Solving: Anticipates challenges early, removes blockers, and drives solutions without waiting for escalation
- Team Empowerment: Coaches and mentors team members, fostering a culture of collaboration, learning, and excellence
- Agility & Adaptability: Navigates changing priorities and business needs while maintaining focus on the overall delivery roadmap
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.
Skills Required
- Undergraduate degree or equivalent experience
- 9+ years of QA experience in Contact Centre / Telephony / Voice Bots
- Experience with Cyara Botium for Voice Bot/Chat Bot testing
- Experience with Jira, Confluence, and test management tools (TestRail/Zephyr)
- Solid experience with Cyara (CX Models, Pulse, Velocity, Call Explorer)
- Cyara / API Integration experience
- Gen AI / Conversational AI experience
- Experience with Genesys Cloud / Engage or Amazon Connect
- Experience with Google Cloud Dialogflow ES/CX (Voice Bots)
- Experience with Lex Bots
- Hands-on experience with IVR testing, call flows, SIP basics, CTI interactions
- Experience or knowledge in API testing using Insomnia/REST tools
- Understanding of telephony integrations (DF Telephony Gateway / Genesys Voice Gateway / Amazon Lex connectors)
- Bachelor's degree in Computer Science, Engineering, IT, or related field
- Experience working with chatbot/voicebot analytics
- Exposure to Google Cloud services (Cloud Functions, Pub/Sub, Cloud Logging)
- Basic automation skills: Python/Java/Selenium/Cypress
- Understanding of telecom protocols (SIP, RTP)
- Knowledge of performance testing
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The Company
What We Do
Optum, part of the UnitedHealth Group family of businesses, 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. At Optum, we support your well-being with an understanding team, extensive benefits and rewarding opportunities. By joining us, you’ll have the resources to drive system transformation while we help you take care of your future. We recognize the power of connection to drive change, improve efficiency and make a difference in health care. Join a team where your skills and ideas can make an impact and where collaboration is key to creating technology that produces healthier outcomes.
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Optum Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Optum has three workplace models that balance the needs of the business and the responsibilities of each role. These models, core on‑site (5 days/week), hybrid (4 days/week) and telecommute or fully remote, vary by country, role and location.
Typical time on-site:
Not Specified
