Salesforce QA​/SW

Job#: 3038041

Job Description:

Salesforce Tester (Karma Pod - Agentforce & Help Center)

The Salesforce Tester is responsible for ensuring the quality, reliability, and performance of customer-facing Salesforce solutions supporting Agentforce and  Help Center experiences. This role partners closely with Product Owners, Developers, and Analysts to validate AI-driven workflows, self-service capabilities, and case management functionality across Salesforce Service Cloud and Experience Cloud.

This individual plays a critical role in delivering high-quality, scalable solutions that enhance customer self-service, enable intelligent automation, and support seamless agent-assisted experiences.

Key Responsibilities

* Test Planning & Strategy

* Define and execute test strategies for Salesforce features, including Agentforce capabilities and Help Center enhancements

* Collaborate with Product Owners and Analysts to refine acceptance criteria and ensure testability of user stories

* Partner with Quality Management Office (QMO) on testing standards and requirements

* * Functional & End-to-End Testing

* Validate Salesforce Service Cloud workflows including Case Management, Messaging, and customer interactions

* Test Help Center experiences, including self-service flows, FAQs, and digital support journeys

* Ensure seamless integration between Agentforce, Salesforce, and external systems

* AI & Automation Validation

* Test AI-driven workflows, including automated case resolution, orchestration, and conversational experiences

* Validate data accuracy, context-driven responses, and edge cases in AI interactions (Agentforce, chatbot, orchestration layers)

* Defect Management & Quality Assurance

* Identify, document, and track defects; partner with developers to drive timely resolution

* Ensure solutions meet defined acceptance criteria and Definition of Done across iterations

* Hand testing off to QMO after in-pod testing has successfully completed in applicable scenarios

* Test Automation

* Develop and maintain automated test scripts for regression and integration testing

* Support CI/CD pipelines and improve efficiency of testing processes

* Cross-Team Collaboration

* Work closely with Developers, Product Owners, QMO, and SMEs to ensure alignment on requirements and quality standards

* Participate in Agile ceremonies (planning, stand-ups, retrospectives) to continuously improve quality practices and ensure effective communication

* Release & UAT Support

* Support User Acceptance Testing (UAT), environment validation, and production readiness activities

* Contribute to release validation across multi-channel customer experiences

Required Experience & Skills

* Experience testing Salesforce platforms (Service Cloud, Experience Cloud preferred)

* Strong understanding of end-to-end testing (functional, regression, integration, UAT)

* Experience with test automation frameworks (e.g., Selenium, Playwright, Cypress, or similar)

* Familiarity with API testing (Postman, REST validation)

* Experience working in Agile/Scrum teams

* Strong attention to detail and ability to identify edge cases and failure scenarios

* Experience using test management and defect tracking tools (e.g., Jira, qTest)

Preferred Experience & Skillset

* Salesforce & Digital

Experience:

Experience with Experience Cloud (self-service portals, knowledge, customer journeys) and case routing, messaging, and omni-channel service

* Agentforce / AI Testing:
Familiarity with testing AI-driven conversational experiences, including chatbot validation, prompt evaluation, and response quality assessment

* Data & Integration Validation:
Experience validating customer data flows, APIs, and integrations, with an understanding of data accuracy across Salesforce and external systems

Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package.

Our commitment to excellence is reflected in many awards, including Clearly…