IT Contact Center Quality Engineer - Basking Ridge, NJ, Alpharetta, GA, or Hartford, CT
Basking Ridge, NJ

Job Description

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 isn't about another gadget, it's about making health care data available wherever and whenever people need it, safely and reliably. There's no room for error. Join us at United Healthcare and start doing your life's best work.(sm)

As a Software Engineer, you would be a part of dynamic team with a focus on Quality and automation of redundant processes leveraging multiple tools, languages, processes, and technologies. Software engineering is the application of engineering to the design, development, implementation, testing and maintenance of software in a systematic method. The roles in this function will cover all primary focus on test process improvements to continually increase testing efficiency of projects delivered in Agile.

This role includes evaluating new tools, new techniques, strategies; automation of common tasks; build of common utilities to drive organizational efficiency with a passion around technology and solutions and influence of thought and leadership on future capabilities and opportunities to apply technology in new and innovative ways.

Primary Responsibilities:

* Participate in discussions with the project team to analyze the functional and nonfunctional requirements of the contact center application solutions in Agile methodology
* 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 and Selenium
* Design and or oversee development of test approaches test strategies test plans and test results to ensure testing is right sized and risk based testing principles are applied
* Participate in technical design reviews requirements ambiguity use case reviews relevant governance activities
* Be accountable for all project or release test efforts for programs that span multiple domains orgs and apps including Limited System Integration or End to End Testing efforts
* 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 and close collaboration with development and business
* Create, measure, and report out key metrics for the performance of the SQA team, as well as the quality health of the various projects
* Lead the strategy around CI / CD from quality perspective
* Provide thought leadership and support in cross channel analytics and execute against self-generated ideas for process improvements
* Will be considered the Senior Technical subject matter expert

Required Qualifications:

* Proven track record of 5 or more years of experience in software / computer engineering
* 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)
* 5 or more years of experience working knowledge building out automation frameworks within Enterprise SQA and a deep knowledge of automation best practices
* 5 or more years of proven experience in transforming manual testing teams to high efficiency, automation - centric SQA teams
* Experience in leading QA teams with a demonstrated ability in establishing testing strategies and test case development for Voice networks Voice application and E2E test validations
* 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, Selenium, and Cyara for automated testing
* Bachelor degree

Preferred Qualifications

* Experience with SaaS products and Agile / Scrum
* Experience with relational databases such as Oracle and MS SQL Server
* Proficiency in MS Office (Visio, Word, Excel, Outlook, PowerPoint, Access)
* Previous experience with onsite and remote / offshore team members

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: IT Contact Center Quality Engineer, software engineer, IT, technology, contact center, automated testing, Genesys, Agile, Basking Ridge, NJ, New Jersey, Alpharetta, GA, Georgia, Hartford, CT, Connecticut