Description

Key Responsibilities

• Design and execute functional, regression, integration, end-to-end, negative, and UAT testing for Salesforce Service Cloud.
• Build, maintain, and execute automated Salesforce regression test suites.
• Test Service Console workflows including Case creation, assignment, escalation, resolution, and closure.
• Validate Omni-Channel routing, queues, skills, agent presence, capacity, transfers, and escalations.
• Test customer-to-agent journeys involving chat, messaging, Digital Engagement, and bot-to-agent handoffs.
• Validate Voice, CTI, and IVR integrations, including routing, screen pops, transfers, recordings, transcripts, and Case association.
• Test Salesforce Guided Flows and Screen Flows, including branching logic, validation, conditional visibility, and fault paths.
• Test Knowledge Articles, entitlements, milestones, permissions, validation rules, and Salesforce configuration changes.
• Develop automation using Provar, Copado Robotic Testing, AccelQ, Tosca, Selenium, Playwright, or equivalent tools.
• Test Salesforce REST/SOAP APIs using Postman or similar tools.
• Use SOQL/SQL for backend, data, and integration validation.
• Integrate automated regression suites with CI/CD pipelines and Git workflows.
• Lead defect triage, root-cause analysis, risk assessment, and production validation.
• Create test plans, test cases, execution reports, quality metrics, and release-readiness documentation.
• Collaborate with developers, Salesforce administrators, product owners, BAs, integration teams, and business stakeholders.
• Mentor QA engineers and improve automation coverage and testing standards.

Required Qualifications

• 7+ years of overall software QA experience.
• 4+ years of hands-on Salesforce testing experience.
• Strong experience with Salesforce Service Cloud and Service Console.
• Hands-on Salesforce test automation experience.
• Experience with at least one Salesforce-capable automation tool such as Provar, Copado Robotic Testing, AccelQ, Tosca, Selenium, or Playwright.
• Experience testing Omni-Channel routing.
• Experience with at least one customer-service channel such as Chat, Messaging, Digital Engagement, Voice, CTI, IVR, or telephony.
• Experience testing Guided Flows or Screen Flows.
• Strong functional, regression, integration, end-to-end, negative, and UAT testing experience.
• Salesforce API testing experience using Postman, REST, SOAP, or equivalent.
• Hands-on SOQL/SQL experience.
• Experience with Jira and test-management tools such as Zephyr, TestRail, qTest, or ALM.
• Experience integrating automated tests into CI/CD pipelines.
• Working knowledge of Git/source control.
• Strong defect investigation and stakeholder communication skills.

Preferred Qualifications

• Experience with Salesforce Agentforce, Service Assist, Einstein Bots, or Salesforce AI capabilities.
• Experience testing AI-generated Case summaries, recommendations, responses, or agent-assistance features.
• Knowledge of AI response evaluation, accuracy, relevance, completeness, and grounding.
• Experience testing AI prompts, hallucinations, guardrails, unauthorized actions, and sensitive-data exposure.
• Salesforce and Slack integration testing experience.
• Salesforce certifications.
• Experience with contact-center platforms such as Amazon Connect, Genesys, Five9, NICE CXone, Avaya, or Twilio

Key Skills

Education

Bachelor's degree