Senior Quality Analyst

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.

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,