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:
- Design and execute test strategies for AWS-based voice bot/IVR systems using Lex and LLM-driven intent engines
- Validate conversational flows, intent recognition accuracy, and fallback handling
- Develop automated test frameworks for voice bots, APIs, and backend services
- Perform functional, regression, integration, and performance testing for IVR and conversational AI systems
- Test LLM-based intent detection for accuracy, bias, edge cases, and real-world scenarios
- Validate speech inputs, utterances, prompts, and conversational responses across channels
- Monitor system behavior using AWS CloudWatch logs and metrics to identify defects and anomalies
- Collaborate with developers, product, and AI teams to improve bot quality and user experience
- Identify, document, and track defects; perform root cause analysis
- Ensure quality standards, test coverage, and continuous improvement in CI/CD pipelines
- 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, or related field
- 5+ years of QA/Quality Engineering experience in cloud-based applications
- Hands-on experience testing AWS services (Lex, Lambda, API Gateway, CloudWatch)
- Experience testing voice/IVR systems or conversational AI platforms
- Experience with API testing tools (Postman, REST clients) and automation frameworks (Cyara, Selenium, Cypress, etc.)
- Experience validating intent recognition, NLP accuracy, and dialog flows
- Knowledge of logging, monitoring, and debugging using CloudWatch
- Familiarity with LLMs (AWS Bedrock, OpenAI, etc.) for intent validation and AI testing
- Solid understanding of test automation, CI/CD pipelines, and QA best practices
- Proven solid analytical, problem-solving, and communication 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.