Senior Manager - Conversational Quality Engineering (QA)

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time.

Position Summary

We are seeking a highly skilled and execution‑focused Senior Manager of Conversational Quality Engineering (QA) to lead day‑to‑day quality operations across our Conversational AI platforms, including voice and chat experiences. This role is responsible for ensuring high-quality, reliable, and compliant AI-driven customer interactions through strong hands-on leadership, modern quality engineering practices, and close collaboration with engineering and product teams.
The ideal candidate brings deep experience in quality engineering for digital and AI-enabled platforms, thrives in Agile delivery environments, and has a passion for building high-performing QA teams that own outcomes from development through production.

Key Responsibilities:

• Provide day-to-day operational leadership for Conversational QA teams supporting voice and chat AI delivery.

• Lead execution of quality engineering activities across the SDLC, including test automation, functional testing, integration testing, performance testing, and production readiness.

• Manage, coach, and develop QA engineers and automation engineers, ensuring consistent execution, skill growth, and accountability.

• Partner closely with Engineering, Product, and Architecture teams to embed quality-first practices into sprint planning, development, and release cycles.

• Ensure quality validation of conversational AI solutions, including chatbots, voice bots, LLM-powered workflows, STT/TTS, and NLU/NLP pipelines.

• Drive adoption of automation-first and shift-left testing strategies, integrating quality checks into CI/CD pipelines.

• Own defect triage, quality risk identification, and resolution coordination to ensure predictable and stable releases.

• Ensure solutions meet performance, scalability, reliability, security, and compliance requirements prior to and after production release.

• Leverage metrics and dashboards to monitor quality trends, test coverage, defect leakage, and production health.

• Stay current on emerging QA and AI testing practices and apply them pragmatically to improve delivery outcomes.

Required Qualifications

• 7+ years of experience in software quality engineering or test engineering.

• 5+ years of experience leading QA or quality engineering teams in an Agile environment.

• Strong hands-on experience with test automation frameworks, CI/CD tools (e.g., Jenkins, GitHub, Octopus), and DevOps practices.

• Solid understanding of conversational AI systems, including chatbots, voice platforms, NLP/NLU, STT/TTS, and AI-driven orchestration.

• Hands-on experience testing LLM-based conversational flows, including response accuracy, prompt handling, and guardrail validation.

• Experience validating APIs and backend services using tools such as Postman, Swagger, or similar.

Preferred Qualifications

• Experience supporting omnichannel or contact center platforms.

• Familiarity with SAFe or other scaled Agile delivery frameworks.

• Strong communication and collaboration skills, with the ability to clearly surface quality risks and execution trade-offs.

Education

Bachelor’s degree in Computer Science, Engineering, or related field (or equivalent experience).

Pay Range

The typical pay range for this role is:

$130,295.00 - $260,590.00

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. This position also includes an award target in the company’s equity award program. 
 

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

Great benefits for great people

We take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.

This full‑time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well‑being of colleagues and their families. The benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility.

Additional details about available benefits are provided during the application process and on Benefits Moments.

We anticipate the application window for this opening will close on: 05/08/2026

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.