Sr Fraud Operations Engineer, Voice Fraud

Our mission is to SAVE AND IMPROVE LIVES BY EMPOWERING HEALTHCARE CONSUMERS. Come be part of remarkable.

How you can make a difference

HealthEquity is seeking a proactive Senior Fraud Operations Engineer to fortify our voice-fraud defenses. In this fully remote role, you’ll own the deployment, tuning, and orchestration of advanced voice-risk solutions within our cloud-based CCaaS and IVR environments. You’ll partner closely with Fraud Operations, Investigations, and Engineering to translate emerging voice-fraud patterns and Deepfakes into automated rules and AIML models, support live takedowns, and deliver actionable intelligence that stops bad actors before they hit our members.

What you’ll be doing 

Voice-Risk Solution Engineering

Lead end-to-end rollout and continuous optimization of voice-fraud detection systems—configuring scoring thresholds, anti-replay measures,  device linkage logic, and consortium-data enrichments (e.g., shared blacklists, phone-reputation feeds).

Integrate deepfake and synthetic-speech detection algorithms into call pipelines to identify AI-generated voices or manipulated audio

Voice Fraud Analytics & Detection

Design analytic dashboards and automated alerts for call-pattern anomalies (e.g., rapid fire dialing, high-volume number reuse, cross-account call clusters)

Leverage consortium threat intel (shared fraud feeds, bad-actor phone lists) to boost detection precision and prioritize high-risk phone numbers

CCaaS & IVR integration

Maintain real-time APIs between our Cloud–based CCaaS, IVR, and fraud engines, ensuring sub-second routing decisions for blocking or escalation

Develop and manage SOAR playbooks to automate call blocking, account freezes, and live-agent escalations on high-risk events

Fraud Investigation Support & Takedowns

Triage high-risk call alerts, perform deep-dive analyses of suspicious voice interactions, and collaborate with Internal Investigations and law enforcement on evidence collection and coordinated fraud-ring takedowns.

Produce intelligence briefs and metrics reports (e.g., false-positive rates, mean-time-to-detect/remediate, call-block lift, takedown success metrics) to drive strategic adjustments.

Rule Development & Automation

Translate investigation insights into automated detection rules and SOAR playbooks—reducing manual analyst workload by at least 50%.

Implement CI/CD for voice-fraud rules, ensuring rapid safe deployment and rollback capabilities.

Performance Monitoring & Continuous Improvement

Build and maintain dashboards tracking key KPIs: alert volume, accuracy metrics, escalation rates, and system health.

Iteratively refine thresholds and models based on performance data, fraud-ring evolution, and GenAI-driven anomaly detection.

Documentation & Knowledge Sharing

Author and maintain runbooks, integration guides, and training materials for fraud analysts and support teams.

Lead periodic training sessions and workshops on advanced voice-fraud tactics and platform best practices.

What you will need to be successful

• 5+ years in fraud operations, security engineering, or related roles, with 2+ years focused on voice-fraud or IVR/CCaaS security.
• Hands-on experience deploying and fine-tuning enterprise voice-risk platforms—configuring anti-replay, voice-biometrics, deepfake detection, and device-link analytics.
• Proficiency with RESTful APIs, scripting (Python, JavaScript), and integrating with cloud CCaaS/IVR solutions.
• Strong analytical skills: adept at dissecting call flows, interpreting risk-score outputs, and authoring precise detection rules.
• Excellent written and verbal communication skills for remote collaboration across fraud, investigations, and engineering teams.
• Background with a leading voice-risk solution (e.g., Pindrop or equivalent) and familiarity with Google Contact Center AI.
• Background with voice deepfake and synthetic-speech detection tools or frameworks
• Experience using consortium or third-party phone-reputation feeds to enrich fraud-detection signals
• Experience authoring SOAR playbooks and maintaining SIEM/SOAR integrations.
• Understanding of telephony protocols (SIP, RTP) and call-leg forensic analysis.

#LI-Remote

This is a remote position.

The actual compensation offer is determined based on job-related knowledge, education, skills, experience, and work location. This position will be eligible for performance-based incentives and restricted stock units as part of the total compensation package, in addition to a full range of benefits including:  

• Medical, dental, and vision 

• HSA contribution and match 

• Dependent care FSA match 

• Uncapped paid time off 

• Paid parental leave 

• 401(k) match 

• Personal and healthcare financial literacy programs 

• Ongoing education & tuition assistance 

• Gym and fitness reimbursement 

• Wellness program incentives 

Why work with HealthEquity 

HealthEquity has a vision that by 2030 we will make HSAs as wide-spread and popular as retirement accounts. We are passionate about providing a solution that allows American families to connect health and wealth. Join us and discover a work experience where the person is valued more than the position. Click here to learn more. 

You belong at HealthEquity!

HealthEquity, Inc. is an equal opportunity employer, and we are committed to being an employer where no matter your background or identity – you feel welcome and included. We ensure equal opportunity for all applicants and employees without regard to race, age, color, religion, sex, sexual orientation, gender identity, national origin, status as a qualified individual with a disability, veteran status, or other legally protected characteristics. HealthEquity is a drug-free workplace. For more information about our EEO policy, or about HealthEquity’s applicant disability accommodation, drug-free-workplace, background check, and E-Verify policies, please visit our Careers page.

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