QA Lead - Salesforce Service Cloud
Overview
We are seeking an experienced QA Lead with deep expertise in testing Salesforce Service Cloud—particularly within call center operations—and strong hands‑on automation skills using TOSCA. This leadership role requires not only mastery of Salesforce workflows, omni‑channel routing, case management, and CTI integrations, but also the ability to guide QA strategy, mentor team members, and drive quality across complex, cross‑functional initiatives.
The ideal candidate combines technical excellence with strong analytical thinking, structured communication, and the ability to influence stakeholders to ensure high‑quality, reliable product releases.
Responsibilities
Leadership & Strategy
- Lead the QA strategy for Salesforce Service Cloud initiatives, ensuring comprehensive coverage across manual and automated testing.
- Provide technical leadership and mentorship to QA engineers, supporting skill development in Salesforce testing, TOSCA automation, and QA best practices.
- Define and enforce quality standards, testing methodologies, and automation frameworks across the team.
- Partner with product owners, engineering leads, and Salesforce teams to assess quality risks, influence design decisions, and ensure testability of requirements.
- Drive continuous improvement initiatives across QA processes, tooling, automation maturity, and release quality.
Hands‑On Testing & Automation
- Oversee and contribute to the development, maintenance, and execution of manual and automated test cases for Salesforce Service Cloud features, call center workflows, and integrated systems.
- Architect, design, and maintain scalable automated test suites using TOSCA.
- Perform and guide functional, regression, smoke, and integration testing across Salesforce, web, and mobile applications.
- Validate end‑to‑end call center processes including case lifecycle, omni‑channel routing, CTI/telephony integrations, service console behavior, and knowledge base workflows.
Quality Governance & Collaboration
- Manage defect lifecycle processes, ensuring clear documentation, prioritization, and timely resolution.
- Lead QA participation in requirement analysis, design reviews, backlog refinement, and sprint planning.
- Oversee test environment readiness, test data strategy, and coordination with Salesforce and connected system teams.
- Ensure alignment with SDLC, STLC, and organizational QA governance.
Required Skills & Qualifications
- Strong hands‑on experience testing Salesforce Service Cloud, ideally in a call center or customer support environment.
- Practical, hands‑on experience with TOSCA for test automation (required).
- Deep understanding of Salesforce objects, workflows, validation rules, omni‑channel routing, case management, and service console functionality.
- Strong manual testing expertise with the ability to design and review comprehensive test plans and test cases.
- Solid understanding of QA processes, SDLC, STLC, and defect management best practices.
- Experience with test management tools such as JIRA, TestRail, qTest, or similar.
- Familiarity with version control systems (Git, GitHub, Bitbucket).
- Strong analytical, troubleshooting, and documentation skills.
- Excellent communication, leadership, and cross‑functional collaboration abilities.
- Experience mentoring or guiding QA engineers or leading QA efforts on projects.
Nice‑to‑Have
- Experience testing CTI/telephony integrations within Salesforce.
- Experience with API testing tools such as Postman, Swagger, or SoapUI.
- Exposure to CI/CD pipelines (Jenkins, GitHub Actions, Azure DevOps).
- Experience working in Agile/Scrum environments.
- Salesforce certifications (Admin, Service Cloud Consultant) are a plus
