Quality Assurance Engineer - Salesforce Service Cloud

Company Overview

Company details were not specified.

Job Summary

The Quality Assurance Engineer for Salesforce Service Cloud is responsible for ensuring the quality and performance of Salesforce implementations, particularly focusing on the Salesforce Service Cloud (SFSC), chatbots, and Messaging In-App & Web (MIAW) features. This role involves leading the QA activities, test planning, execution, and continuous improvement of QA processes, to deliver high-quality customer interaction solutions.

Responsibilities

• Lead QA Activities: Own end-to-end QA for Salesforce SFSC implementations with MIAW and chatbot features, ensuring quality delivery of customer interaction solutions.
• Test Planning & Execution: Develop and execute detailed test plans and test cases (both manual and automated) covering SFSC workflows, chatbot flows, and MIAW configurations.
• Chatbot Validation: Test conversational flows, intent recognition, escalation paths, and integrations of chatbots with SFSC to ensure seamless customer experiences.
• MIAW Testing: Validate Salesforce MIAW features including messaging channels (Web, SMS, WhatsApp), bot-to-agent handovers, and omni-channel routing.
• Automation Development: Build and maintain regression automation suites for SFSC workflows, chatbot flows, and MIAW scenarios using Selenium/Appium or equivalent tools.
• API & Integration Validation: Validate Salesforce APIs, chatbot service APIs, and MIAW APIs to ensure smooth integrations across systems.
• Data Accuracy: Perform SQL-based validation of case records, chat history, and omni-channel routing data across Salesforce objects and backend systems.
• Collaboration: Work closely with developers, business analysts, and stakeholders for requirement clarifications and issue resolutions related to SFSC, MIAW, and chatbots.

Qualifications

• Technical Skills:
  • Strong understanding of Salesforce Service Cloud (SFSC) flows, case management, MIAW setup, omni-channel routing, knowledge base, and chatbot integrations.
  • Hands-on experience in testing AI/ML-driven and Salesforce-native chatbots (Einstein Bots or similar).
  • Proficient in functional, regression, UAT, and integration testing on Salesforce platforms.
  • Solid experience with Salesforce APIs (REST, SOAP), MIAW APIs, and chatbot service APIs using Postman or SoapUI.
  • Strong SQL skills for validating data consistency across Salesforce objects and backend databases.
• Soft Skills:
  • Effective communication skills to liaise between business, development, and testing teams.
  • Strong analytical skills to capture and report on chatbot performance KPIs and QA metrics.

Preferred Skills

• Experience with test management tools like JIRA, Zephyr, or TestRail.
• Ability to recommend QA best practices, automation enhancements, and chatbot testing frameworks.

Experience

• 5 to 8 years of relevant experience in Quality Assurance, specifically in Salesforce implementations and chatbot testing.

Environment

• Location: Bangalore
• Specific work environment details (remote, in-office, hybrid) were not provided.

Salary

• INR 200,000 per month.

Growth Opportunities

Details about potential career advancement opportunities within the company were not specified.

Benefits

Information about offered benefits, such as insurance, paid leave, or work policies, was not provided.