Contact Center Quality Engineer

UHG Basking Ridge, NJ

About the Job

Combine two of the fastest-growing fields on the planet with a culture of performance, collaboration and opportunity and this is what you get. Leading edge technology in an industry that's improving the lives of millions. Here, innovation is not about another gadget, it's about making health care data available wherever and whenever people need it, safely and reliably. There is no room for error. Join us at United Healthcare and start doing your life's best work.(sm)


This role will be responsible for development, maintenance and execution of automation scripts for Contact Center applications. Automation engineer will be responsible for all phases of functional and automation testing. This person should be able to manage multiple projects simultaneously and coordinates with other teams to ensure deadlines are met and application quality and performance meets standards before production implementation.

Primary Responsibilities:

  • Effectively plan, define test Strategy/Test Cases, provide QA estimates, provide test management and Test Reporting throughout the Testing cycle
  • Create test cases, perform manual/automated testing and log detailed defects in Rally
  • Collaborates with project teams to understand project architecture and business requirements to devise an automation test strategy and test plans
  • Work closely with product owners and scrum masters to determine acceptance criteria for testing
  • Should be able to understand the technical details of the product and assist development team in trouble shooting issues
  • Should be able to analyze quality of the product before rolling to customers by analyzing and validating defect leakages
  • Communicating with QA Lead, Dev Lead and Technical Managers on the activities about the project work through e-mail, written and verbal
  • Experience in testing Genesys call routing, CTI custom softphone applications; IVRs validation is a plus
  • Experience in developing Manual and automation test strategies with CYARA
  • Experience in designing and developing scalable, flexible, and cross-platform automation test frameworks.
  • Provides overall QA status reporting and escalate issues risks in a timely manner to management and assist in resolution
  • Be responsible for ongoing continuous improvement to build testing efficiency and effectiveness through the use of innovative QA practices and automation tools
  • Participate in building the strategy around test cases and end to end test framework to maximize the test coverage.

You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications:

  • 7+ years of experience with software/computer engineering
  • 5+ years of working knowledge building out automation frameworks with in Enterprise SQA, deep knowledge of automation best practices.
  • Prior experience in Software quality assurance technical testing in one or more of the following Voice Contact Center technologies  (Voice, IVR, Call Routing, CTI and Agent Desktop and call routing)
  • Prior experience playing significant role in DevOps, CM/RM, delivery automation, and experience with Maven, Jenkins, or similar tools
  • Working knowledge of Genesys/Cisco Framework, reporting, routing and multi-channel components
  • Experience using HP ALM or Agile Central, and Cyara for automated testing.

Preferred Qualifications:

  • A Bachelor of Science Degree in Computer Science, Engineering.
  • Experience with SaaS products, Agile/Scrum, Devops
  • Excellent problem solving and analytical thinking abilities.
  • Experience with relational databases such as Oracle and MS SQL Server, Mongo DB, MySQL
  • Previous experience with onsite and remote/offshore team members
  • Experience with tools like JMeter, New-Relic, Performance Center and programming on JAVA.
  • Experience & knowledge on JVM, Heap Memory, Garbage Collection Process.
  • Excellent communication and presentation skills.

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.

Job Keywords: Genesys, Cyara, Cisco, Agile, DevOps, IVR, Quality Assurance, Basking Ridge, NJ, New Jersey