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 an Senior Quality Engineer 1 role focused on supporting quality delivery across Contact Centre, Conversational AI, and GenAI solutions. Works closely with teams to ensure reliable Cyara automation testing, accurate IVR and voice bot behavior, and smooth routing across Genesys Cloud/Engage and Amazon Connect. Contributes to validating GCP voice bots, NLU/NLP accuracy, GenAI-powered interactions, and strengthening automation practices.
- Primary Responsibilities:




- Lead bot governance across Azure and GCP platforms, ensuring quality, compliance, and release readiness for Conversational AI and voice bot solutions
- Validate NLU/NLP performance, intent accuracy, training data quality, and GenAI/LLM prompt behavior, while monitoring bot health, conversational performance, and model drift using analytics and infrastructure tools
- Design, execute, and maintain Cyara test plans, campaigns, CX models, IVR workflows, regression packs, and drive end to end automation using Cyara, Botium, and API integrations to improve efficiency and scalability
- Perform in depth troubleshooting of Cyara logs, call recordings, and performance metrics, driving continuous improvements in IVR reliability and voice channel stability
- Execute end to end testing of contact centre and telephony platforms including Genesys Cloud/Engage and Amazon Connect, validating IVR flows, routing logic, queues, skill bas

📌 Senior Quality Engineer I (Bengaluru)
🏢 Optum
📍 Bengaluru