Senior AI Quality & Support Engineer – HR Automation Platforms

At Medtronic you can begin a life-long career of exploration and innovation, while helping champion healthcare access and equity for all. You’ll lead with purpose, breaking down barriers to innovation in a more connected, compassionate world.

A Day in the Life

Responsibilities may include the following and other duties may be assigned.

• Quality Assurance & Testing
  • Develop and execute test plans for conversational flows, automation scripts, and integrations across Moveworks and other agentic platforms.
  • Validate LLM responses for accuracy, relevance, and compliance with HR policies.
  • Perform regression testing and scenario-based validation for virtual agent updates and platform releases.
  • Monitor and troubleshoot automation failures, misrouted intents, and low-confidence NLP responses.
• Support & Incident Management
  • Serve as Tier 2/3 support for AI automation platforms, resolving escalated issues from HR operations and service desk teams.
  • Track and manage incidents, bugs, and enhancement requests using ITSM tools (e.g., ServiceNow).
  • Collaborate with engineering and product teams to triage and resolve platform issues.
• Monitoring & Analytics
  • Set up and maintain dashboards to monitor virtual agent performance, resolution rates, and user satisfaction.
  • Analyze logs, transcripts, and feedback to identify patterns and improvement opportunities.
  • Recommend tuning strategies for NLP models and automation logic based on data insights.
  • Work with Product/Platform teams to drive end-to-end accountability and efficiency
• Documentation & Enablement
  • Maintain detailed documentation of test cases, known issues, and support procedures.
  • Create knowledge articles and training materials for HR and IT support teams.
  • Participate in UAT and release planning for new features and platform enhancements.

Required Knowledge and Experience:

• Bachelor’s degree in computer science, Information Systems, or related field.
• 4+ years of experience in QA, support engineering, or platform operations.
• Experience supporting enterprise-grade AI or automation platforms.
• Experience with Moveworks, ServiceNow HRSD, or similar agentic platforms.
• Familiarity with LLMs prompt testing, and conversational AI validation.
• Understanding of RPA tools (e.g., UiPath) and automation workflows.
• Proficiency in Python,YAML, JavaScript, or scripting for test automation and log analysis.
• Experience with API testing tools (e.g., Postman) and monitoring platforms (e.g., Splunk, ELK).
• Knowledge of QA methodologies, test automation frameworks, and CI/CD pipelines.
• Strong analytical and troubleshooting skills.
• Excellent communication and documentation abilities.

Preferred Skills

• Experience with HR systems (e.g., Workday, ServiceNow).
• Exposure to NLP evaluation and model tuning.
• ITIL or ServiceNow certification.
• Familiarity with agile methodologies and DevOps practices

Physical Job Requirements
The above statements are intended to describe the general nature and level of work being performed by employees assigned to this position, but they are not an exhaustive list of all the required responsibilities and skills of this position.

Benefits & Compensation

Medtronic offers a competitive Salary and flexible Benefits Package
A commitment to our employees lives at the core of our values. We recognize their contributions. They share in the success they help to create. We offer a wide range of benefits, resources, and competitive compensation plans designed to support you at every career and life stage.

About Medtronic

We lead global healthcare technology and boldly attack the most challenging health problems facing humanity by searching out and finding solutions.
Our Mission — to alleviate pain, restore health, and extend life — unites a global team of 95,000+ passionate people. We are engineers at heart— putting ambitious ideas to work to generate real solutions for real people. From the R&D lab, to the factory floor, to the conference room, every one of us experiments, creates, builds, improves and solves. We have the talent, diverse perspectives, and guts to engineer the extraordinary.