The Role
Lead contact-center and telephony QA: design and execute Cyara tests and IVR/voice channel validations across Genesys/Engage, Amazon Connect, and Dialogflow. Create test plans, cases, regression packs, perform functional/integration/regression/UAT testing, track defects, support automation and API testing, validate telephony integrations, and collaborate with product, platform, and DevOps teams. Produce test reports and release readiness documentation and develop AI-powered no-code/low-code solutions.
Summary Generated by Built In
Requisition Number: 2374811
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:
- Cyara Testing
- Design and execute Cyara test plans, campaigns, CX Models, IVR workflows, and regression packs
- 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
- 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
- Builder Responsibility:
- Design, develop, and deploy AI-powered solutions using no-code, low-code, and advanced platforms, translating business needs into scalable applications that enhance products, workflows, and decision-making
- 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, IT, or related field
- 3+ years of QA experience in Contact Centre / Telephony / Voice Bots
- Hands-on experience with IVR testing, call flows, SIP basics, CTI interactions
- 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)
- Experience with Jira, Confluence, and test management tools (TestRail/Zephyr)
- Knowledge of API testing using Postman/REST tools
- Understanding of telephony integrations with voice bots (DF Telephony Gateway / Genesys Voice Gateway / Amazon Lex connectors)
Preferred Qualifications:
- Experience working with chatbot/voicebot analytics
- Knowledge of basic automation: Python/Java/Selenium/Cypress
- Knowledge of performance testing
- Understanding of telecom protocols (SIP, RTP)
- Exposure to Google Cloud services like Cloud Functions, Pub/Sub, Cloud Logging
Soft Skills
- Solid problem-solving and analytical mindset
- Excellent communication and documentation skills
- Ability to work cross-functionally in Agile environments
- High ownership, quality-first attitude, and attention to detail
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
- Bachelor's degree in Computer Science, Engineering, IT, or related field
- 3+ years of QA experience in Contact Centre / Telephony / Voice Bots
- Hands-on experience with IVR testing, call flows, SIP basics, CTI interactions
- Experience with Cyara (CX Models, Pulse, Velocity, Call Explorer)
- Cyara / API Integration experience
- Experience with Gen AI / Conversational AI
- Experience with Genesys Cloud / Engage or Amazon Connect
- Experience with Google Cloud Dialogflow ES/CX (Voice Bots)
- Experience with Jira, Confluence, and test management tools (TestRail/Zephyr)
- Knowledge of API testing using Postman/REST tools
- Understanding of telephony integrations with voice bots (DF Telephony Gateway / Genesys Voice Gateway / Amazon Lex connectors)
- Experience working with chatbot/voicebot analytics
- Knowledge of basic automation: Python/Java/Selenium/Cypress
- Knowledge of performance testing
- Understanding of telecom protocols (SIP, RTP)
- Exposure to Google Cloud services like Cloud Functions, Pub/Sub, Cloud Logging
- Solid problem-solving and analytical mindset
- Excellent communication and documentation skills
- Ability to work cross-functionally in Agile environments
- High ownership, quality-first attitude, and attention to detail
Optum Compensation & Benefits Highlights
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Healthcare Strength — Official materials highlight copay and HSA medical plan choices with in‑network preventive care at 100%, prescription coverage, and low/no‑cost virtual visits, plus company HSA contributions. Dental preventive services are 100% in network, and mental health resources include an EAP and premium Calm access.
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Parental & Family Support — Programs include six weeks paid parental leave, up to two weeks paid caregiver leave, and Bright Horizons back‑up care with enhanced family supports. Adoption assistance up to $10,000 for full‑time employees reinforces family‑oriented benefits.
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Equity Value & Accessibility — Financial benefits include an Employee Stock Purchase Plan at a 10% discount, expanding access to equity ownership.
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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
