Test Automation Engineer-Salesforce Service Cloud

Test Automation Engineer - Salesforce Service Cloud

Overview

We are seeking a highly skilled Test Automation Engineer with strong experience testing Salesforce Service Cloud, specifically within call center operations, and hands‑on automation expertise using TOSCA. The ideal candidate brings a deep understanding of Salesforce workflows, omni‑channel routing, case management, and CTI integrations, combined with the ability to design and execute automated and manual test strategies. This role requires strong analytical skills, attention to detail, and the ability to collaborate effectively with cross‑functional teams to ensure high‑quality, reliable product releases.

Responsibilities

• Develop, maintain, and execute manual and automated test cases for Salesforce Service Cloud features, call center workflows, and integrated systems.
• Design, build, and maintain automated test scripts using TOSCA, ensuring scalability and reusability.
• Perform functional, regression, smoke, and integration testing across Salesforce, web, and mobile applications.
• Validate call center processes including case lifecycle, omni‑channel routing, CTI/telephony integrations, service console behavior, and knowledge base workflows.
• Identify, document, and track defects using established QA tools and processes.
• Collaborate closely with Salesforce admins, developers, product owners, and business analysts to understand requirements and assess quality risks.
• Participate in requirement analysis, design reviews, backlog refinement, and sprint planning sessions.
• Support test environment setup, test data creation, and execution readiness for Salesforce and connected systems.
• Contribute to continuous improvement of QA processes, automation frameworks, and best practices.

Required Skills & Qualifications

• Strong hands‑on experience testing Salesforce Service Cloud, ideally in a call center or customer support environment.
• Practical experience with TOSCA for test automation (required).
• Solid understanding of Salesforce objects, workflows, validation rules, omni‑channel routing, case management, and service console functionality.
• Strong manual testing experience with the ability to design comprehensive test plans and test cases.
• Understanding of QA processes, SDLC, STLC, and defect management.
• 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 and collaboration abilities.

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