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We have modest goals: Improve the lives of others. Change the landscape of health care forever. Leave the world a better place than we found it. Such aspirations tend to attract a certain type of person. Crazy talented. Compassionate. Driven. To these individuals, we offer the global reach, resources and can-do culture of a Fortune 5 company. We provide an environment where you’re empowered to be your best. We encourage you to take risks and in return, offer a world of rewards and benefits for performance. Exceeding your limits is an exceptional start to your life's best work.SM


Just like you, we are driven by a set of fundamental principles that are guiding our way forward. Our values of integrity, compassion, relationships, innovation, and performance serve as a foundation to transform health care. Are you in? Learn more about your future at UnitedHealth Group at careers.unitedhealthgroup.com


Job Category:

Information Technology


United States

Postal Code:


Approximate Salary:

Not Specified

Position Type:

Full Time

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Omni-Channel Senior IVR Application Quality Analyst Automation Engineer

UHG - Eden Prairie, Minnesota

Posted: 09/2/2018


The Contact Center Services (CCS) team is transforming our contact center infrastructure and applications through a multi-year OMNI-Channel program.  The OMNI program provides a platform and application level technical refresh for the delivery of ~1M calls/day to ~75K agents globally. In addition to the voice channel, it will also refresh and deliver new customer channel interactions through outbound voice, chat, email, click-to-call, etc.

Position Description:


We are looking for a highly motivated IVR QA automation engineer thought leader to join our team! You will be a critical member of our scrum teams that are re-architecting, simplifying and consolidating our IVR applications as a part of the broader OMNI Channel program.  This role will be responsible for testing custom IVR applications using Cyara.  This is a great opportunity to part of a team that is building new applications from the ground up in a very complex and large-scale environment, with leadership opportunities for the right candidate.


  • The Sr QA automation engineer is responsible for the testing and implementation of speech IVR applications to meet complex business needs
  • Serve as a subject-matter expert in IVR QA best practices
  • Collaborate closely with business partners and interface teams to clarify and fulfill  requirements from design through acceptance and implementation
  • Requires excellent written and oral communication skills and the ability to work closely with your teammates in a matrixed organization
  • Approach work with curiosity and present suggestions for improvements
  • Troubleshoot defects and assist in resolution
  • Perform work independently


There is no on-call support requirement, however you will sometimes be required to work off-hours as needed to support implementation windows. 

Required Qualifications:


  • 3+ years of enterprise-scale IVR application QA experience
  • Test Planning, Case Design and Data Management experience
  • Understanding of all phases of the Software Development Life Cycle
  • Lead role within a scrum team:
  • Proficiency with automated IVR testing, ideally Cyara
  • Excellent troubleshooting and analytical skills in a complex, distributed environment
  • Experience working on large scale projects with complex data integration points
  • Bachelor’s degree or equivalent experience


Preferred Qualifications:

  • Experience using the Agile software development methodology
  • Experience testing IVR applications on a Cisco or Genesys platform
  • Experience testing web services (or APIs) with tools such as SoapUI

Location: Plymouth, MN or Raleigh, NC preferred; Hartford, CT, Basking Ridge, NJ or Richardson, TX considered

Telecommuter considered?

UnitedHealth Group is a company that's on the rise. We're expanding in multiple directions, across borders and, most of all, in the way we think. Here, innovation isn't about another gadget, it's about transforming the health care industry. Ready to make a difference? Make yourself at home with us and start doing your life's best work.(sm)

Technology Careers with Optum. Information and technology have amazing power to transform the health care industry and improve people's lives. This is where it's happening. This is where you'll help solve the problems that have never been solved. We're freeing information so it can be used safely and securely wherever it's needed. We're creating the very best ideas that can most easily be put into action to help our clients improve the quality of care and lower costs for millions. This is where the best and the brightest work together to make positive change a reality. This is the place to do your life's best work.SM

Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.

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