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Senior Quality Analyst
Optum —Hyderabad, Telangana
- Full-time
- Computer Science
- Java
- Bachelor's degree
- Health insurance
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Senior Quality Analyst

Optum -
Hyderabad, Telangana

Apply Now

Job details

Full-time
2 days ago

Benefits

Health insurance

Qualifications

Jira
BCS
Telephony
Computer Science
Test management tools
Call center experience
Selenium
Google Cloud Platform
Performance testing
Java
IVR
Bachelor's degree
Confluence
REST
APIs
Agile
AI
Communication skills
Python
Analytics

Full job description

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.

Apply Now

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