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 perks 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.

We are seeking a Quality Engineer with solid experience in Cyara testing, Contact Centre platforms (Genesys Cloud/Engage, Amazon Connect), and GCP-based Voice Bots. Supporting quality delivery across Contact Centre, Conversational AI, and GenAI solutions. The ideal candidate should be skilled in validating end to end customer journeys, IVR flows, voice bot interactions, telephony routing, and integrated contact center ecosystems.

Primary Responsibilities





Execute quality assurance for conversational AI and voice bots across Azure and GCP, ensuring compliance with release standards and production readiness.
Test and validate NLU/NLP performance, intent accuracy, training data quality, and basic GenAI/LLM prompt behavior, identifying issues related to conversational effectiveness and model drift.
Design, execute, and maintain Cyara test campaigns, CX models, IVR workflows, and regression suites; analyze call logs, recordings, and test results to identify defects and stability issues.
Perform end‑to‑end testing of contact centre and telephony platforms including Genesys Cloud/Engage and Amazon Connect, covering IVR flows, routing logic, queues, agent desktop interactions, transfers, conferencing, and wrap‑ups.
Test basic conversational flows in Google Dialogflow ES or CX, validate intent recognition and fallback behavior, troubleshoot simple NLU or webhook issues, and escalate defects to devel

📌 Quality Engineer (Hyderabad)
🏢 Optum India
📍 Hyderabad