Job Summary

The Salesforce Tester is responsible for ensuring the quality, reliability, and performance of Salesforce-based customer service solutions supporting Agentforce and Help Center experiences. This role collaborates closely with Product Owners, Developers, Business Analysts, and Quality teams to validate AI-driven workflows, self-service capabilities, customer service processes, and case management functionality across Salesforce Service Cloud and Experience Cloud. The ideal candidate will combine strong Salesforce testing expertise with solid quality assurance fundamentals and an understanding of AI-enabled customer experiences.

Key Responsibilities
• Define, develop, and execute comprehensive test strategies for Salesforce features, Agentforce capabilities, and Help Center enhancements.
• Collaborate with Product Owners and Business Analysts to refine requirements, acceptance criteria, and test scenarios.
• Partner with quality management teams to ensure adherence to testing standards and best practices.
• Perform functional, integration, regression, end-to-end, and user acceptance testing activities.
• Validate Salesforce Service Cloud workflows, including case management, customer interactions, messaging, and support processes.
• Test Help Center functionality, including self-service experiences, FAQs, knowledge content, and customer support journeys.
• Validate integrations between Salesforce platforms, Agentforce capabilities, and external applications.
• Test AI-driven workflows, including automated case resolution, orchestration processes, and conversational experiences.
• Validate AI-generated responses for accuracy, context, consistency, and business requirements.
• Identify, document, prioritize, and track defects through resolution.
• Collaborate with development teams to troubleshoot issues and verify fixes.
• Ensure solutions meet acceptance criteria and established quality standards.
• Develop and maintain automated test scripts for regression, integration, and functional testing.
• Support CI/CD processes and continuous testing initiatives.
• Participate in Agile ceremonies including sprint planning, daily stand-ups, retrospectives, and backlog refinement sessions.
• Support User Acceptance Testing (UAT), environment validation, and production readiness activities.
• Participate in release validation efforts across customer-facing digital experiences.
• Contribute to continuous improvement initiatives that enhance testing quality and efficiency.

Required Qualifications
• Experience testing Salesforce platforms, preferably Salesforce Service Cloud and Experience Cloud.
• Strong understanding of software testing methodologies including functional, regression, integration, end-to-end, and UAT testing.
• Experience with test automation frameworks such as Selenium, Playwright, Cypress, or similar tools.
• Experience with API testing and validation using tools such as Postman.
• Familiarity with REST APIs and integration testing concepts.
• Experience working within Agile and Scrum development environments.
• Strong understanding of quality assurance principles and testing best practices.
• Ability to identify edge cases, failure scenarios, and potential risks.
• Experience using test management and defect tracking tools such as Jira, qTest, or similar platforms.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent verbal and written communication skills.
• Experience validating customer-facing applications and digital experiences.
• Understanding of AI concepts, prompting techniques, and AI-driven application behavior.

Preferred Qualifications
• Experience with Salesforce Experience Cloud, customer self-service portals, knowledge management, and customer journey solutions.
• Experience testing case routing, messaging, omni-channel service, and customer support workflows.
• Familiarity with Agentforce capabilities and AI-powered customer service solutions.
• Experience testing conversational AI applications, chatbots, prompt-based interactions, and response quality.
• Experience validating customer data flows, integrations, and API-based solutions.
• Understanding of data accuracy, data validation, and data consistency across Salesforce and external systems.
• Experience supporting enterprise-scale customer experience platforms and digital transformation initiatives.