Lead QE Salesforce

Lead QE Salesforce Professional

Position Type: 19886
Experience: 6-8 Years
Location: Bangalore
Work Mode: 3 Days Work from Office
Shift: General Shift

About the Role

We are looking for a Lead QE Salesforce Professional / Salesforce QA Engineer with strong hands-on experience in Salesforce Service Cloud and/or Financial Services Cloud (FSC) testing.

The candidate will be responsible for validating Salesforce applications, integrations, APIs, workflows, contact-center capabilities, and end-to-end business processes. The role requires strong expertise in functional, integration, API, end-to-end, regression, and automation testing, with a focus on customer service and agent workflows.

Experience with Omni-Channel, Service Cloud Voice/CTI, NICE CXone, CRM Analytics, financial-services/mortgage solutions, and Agentforce/Generative AI testing will be highly valued.

Key Responsibilities

Salesforce Functional & End-to-End Testing

• Perform hands-on testing of Salesforce Service Cloud and/or Financial Services Cloud (FSC) solutions.
• Validate Salesforce workflows, business rules, configurations, and end-to-end business processes.
• Design and execute functional, integration, regression, system, and end-to-end test scenarios.
• Validate complete business journeys across Salesforce and integrated upstream/downstream systems.
• Ensure business requirements and acceptance criteria are adequately covered by test scenarios.
• Identify, document, track, and perform root-cause analysis of defects.

Omni-Channel & Agent Workflow Testing

• Validate Salesforce Omni-Channel functionality and routing.
• Test queues, agent presence/availability, skills-based routing, and agent assignment.
• Validate agent workflows from customer interaction initiation through resolution.
• Test routing rules, workload distribution, priority handling, transfer, escalation, and fallback scenarios.
• Validate unavailable-agent, queue-overflow, incorrect-routing, and reassignment scenarios.

Service Cloud Voice / CTI & Contact Center Testing

• Test Service Cloud Voice, CTI, and contact-center integrations.
• Validate inbound and outbound call flows and customer-agent interactions.
• Test call routing, transfer, hold, resume, disposition, recording, and interaction capture.
• Validate synchronization between contact-center platforms and Salesforce.
• Experience with NICE CXone or similar contact-center platforms is preferred.

API & Integration Testing

• Perform hands-on testing of REST APIs and system integrations.
• Validate request/response payloads, status codes, authentication, data mapping, and business rules.
• Test event-driven integrations and asynchronous processing.
• Validate error handling, retry mechanisms, timeout scenarios, duplicate messages, and failure/recovery scenarios.
• Perform cross-system data reconciliation to ensure data consistency.
• Use Postman, REST Assured, or equivalent API testing tools.

Automation Testing

• Develop and maintain automated test scripts for Salesforce and integrated applications.
• Identify suitable candidates for automation and contribute to automation strategy.
• Develop reusable automation components and frameworks.
• Integrate automation suites with CI/CD pipelines where applicable.
• Analyze automation failures and distinguish between application defects, environment issues, and automation/script failures.

Agentforce / Generative AI Testing

• Validate Agentforce and/or Generative AI-powered capabilities.
• Test AI-generated responses for accuracy, relevance, groundedness, completeness, and consistency.
• Validate AI-generated summaries, recommendations, and actions.
• Test AI behavior when required context is missing, incomplete, incorrect, or ambiguous.
• Validate that AI responses are based on approved business data and do not introduce unsupported information.
• Design negative and adversarial scenarios to identify incorrect AI behavior.

Required Skills

• Salesforce Service Cloud / Financial Services Cloud
• Salesforce Omni-Channel
• Queue and agent-routing testing
• CRM Analytics / Salesforce Analytics Cloud
• Functional, integration, regression, and E2E testing
• API Testing REST / Postman / REST Assured
• Integration and event-driven testing
• Automation testing
• Contact-center / CTI testing
• Strong defect analysis and troubleshooting skills

Preferred Skills

• NICE CXone
• Service Cloud Voice
• Financial services / mortgage domain experience
• Agentforce / Generative AI testing
• CI/CD and automation framework experience

Education

Bachelors degree in Computer Science, Information Technology, Engineering, or a related discipline.