Quality Engineer - IVR or Cyara

Chennai, Tamil Nadu
Permanent
Full-time

10 days ago

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.This role will be responsible for development, maintenance, and execution of manual or automation or performance scripts for Contact Centre applications.Shift Time: 3:30 PM to 1:00 AM ISTWith every role in the company, each position has a requirement for building quality into every output. The Technology Quality Function is reserved for those positions where Quality is the primary objective of the work delivered. Technology Quality roles will cover all primary quality activity across all technology functions that ensure we deliver high quality products and services. These roles include, but are not limited to, strategy, planning, standards, process, policy, tools, engineering, assurance, management, metrics, research and development, automation, data preparation, maintenance, new development, operations and delivery.Primary Responsibilities:

Analyze the functional and non-functional requirements of the Contact Centre application solutions in Agile methodology
Effectively plan, define test strategy or test cases, provide QA estimates, provide test management, and test reporting
Perform manual or automated testing and log detailed defects in Rally.
Be accountable for all project or release test efforts for programs that span multiple domains and apps including System Integration or End to End Testing efforts
Provide demos to the end user (Developers and QA) of the solution or tool before they can leverage it and ensure smooth transition
Analyzes and investigates
Provides explanations and interpretations within area of expertise
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
3+ years of experience in testing Genesys IVR applications and Conversational AI applications (including Voice BOT)
3+ years of experience in IVR Testing Tools - CYARA Velocity, CYARA Virtual Agent and CYARA Cruncher.
Hands-on experience on Text-to-speech augmentation
Hands on experience on SSML tags, Audio Augmentation
Experience with Functional Testcase and Test data preparation
Experience with Splunk queries and log validations
Experience in call routing and skill-based testing
Proven experience identifying and managing risks
Proven attention to details, strong work ethic and result orientation
Proven excellent communication skills with ability to work independently and as part of a team
Proven flexibility to support and manage multiple projects or deadlines simultaneously
Demonstrated ability to occasional work evening and weekend hours as required to support system deployments

Preferred Qualification:

Proven Python and AI 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.

UnitedHealth Group

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