QA Engineer - DTC Customer Service

SO, WHAT'S THE STORY?

The DTC Customer Service team is part of the broader Direct To Consumer (DTC) team, which aligns with our corporate strategy of putting our customers and our direct relationships with our customers first. We strive to be a customer-centric division, using the latest technologies and innovations to serve our customers in a manner that is authentic with the brand values.

The Quality Assurance Engineer – DTC Customer Service will play a crucial role in ensuring the quality and reliability of our front-end omnichannel customer service projects. This role involves collaborating with cross-functional teams to align projects with business objectives and enhance the customer experience in a fast-paced, global fashion retail environment.

THE GIG

As a Quality Assurance Engineer, you will:

• Develop and execute test plans and test cases for Salesforce Service Cloud implementations and enhancements using Agile methodologies (Scrum/Kanban).
• Collaborate with Business Analysts, Salesforce Administrators, Developers, Architects, and business stakeholders to ensure solutions meet business requirements and quality standards.
• Identify, document, track defects and ensure their timely resolution and retesting.
• Develop and execute automated test scripts to improve test coverage, reduce manual effort, and accelerate release cycles.
• Drive continuous improvement by identifying opportunities for process optimization and efficiency.
• Utilize data-driven insights to inform testing strategies and demonstrate the impact of quality assurance.
• Foster a culture of collaboration, agility, and innovation.

THE STUFF THAT SETS YOU APART

Must-Have Experience:

• Strong experience testing Salesforce Service Cloud implementations and enhancements.
• Strong understanding of Salesforce Service Cloud capabilities such as:
• Case Management
• Service Console
• Omni-Channel Routing
• Knowledge Management
• Email-to-Case
• Web-to-Case
• Salesforce Flows and Automation
• Experience in creating and executing test plans, test cases, test scripts, and defect management processes.
• Proficiency in Agile project management tools (JIRA, Trello, Azure DevOps).
• Experience in validating business processes, workflows, integrations, & data migration activities.
• Strong analytical skills with the ability to interpret data and provide actionable insights.
• Proficiency with automation tools such as:
• Selenium
• Cypress
• JUnit
• TestNG
• Postman (for API testing)
• Experience in performing API, integration, and end-to-end testing across multiple enterprise applications.

Soft Skills:

• Exceptional communication and leadership abilities.
• Strong problem-solving skills.
• High attention to detail and commitment to quality.
• Ability to thrive in a dynamic environment.

Education:

• Bachelor’s degree in computer science, Information Systems, or related field.
• Relevant certifications (e.g., Certified ScrumMaster, PMI-ACP, SAFe Agilist) are a plus.

Nice to Have:

• Experience in the retail, ecommerce or B2C industry, particularly within global customer service operations.
• Proven track record of collaborating with cross-functional technology teams in front-end development or customer experience projects.
• Experience with Contact Center integrations such as Amazon Connect, Genesys, Five9, or NICE. Familiarity with customer journey testing and omni-channel customer service experiences.

We live and breathe Rebellious Self Expression at Dr. Martens, and there are 3 core values at the heart of it. They never stand alone, but work together as a balancing act of rights and responsibilities to support how we work together at DMs. BE YOURSELF . ACT COURAGEOUSLY . SHOW YOU CARE .

At DM your technical capability will go hand in hand with the below:

• Great relationship management that delivers results through effective teamwork
• You’ll be a proud custodian to our DM’s culture, embodying what we stand for and encouraging others to do the same
• You’ll help build a highly engaged team – ensuring a collaborative culture and providing guidance & support to other team members
• You will take ownership for your own development, proactively seeking out feedback to build self-awareness
• You will bring the outside-in; you’ll share best practice across the team/business and encourage ideas sharing as well as collaborative problem solving
• You’ll lead the way and role model on all things DE&I & wellbeing