DL
Salesforce QA
Diverse Lynx India
Location not stated
Senior
4 months ago
- Salesforce Service Cloud
- Service Cloud
- triage
- Test Automation
- Jira
- Agile
- End-to-End Testing
- Integration Testing
- Salesforce
- Scrum
4 months ago
Job Summary
The Senior QA Analyst – Salesforce Service Cloud is responsible for ensuring high-quality delivery of Salesforce Service Cloud implementations, focusing on customer service workflows, case management processes, and agent productivity solutions.
The role drives end-to-end quality assurance across Service Cloud functionalities including Case Management, Omni-Channel Routing, Service Console, Knowledge Management, and integrations. The analyst ensures that all business requirements are validated thoroughly, defects are minimized, and releases meet defined quality benchmarks.
This role requires close collaboration with business stakeholders, product owners, developers, and support teams to ensure scalable, stable, and efficient Service Cloud solutions aligned with business objectives.
Key Responsibilities
Test Strategy & Execution
- Define and lead QA strategy for Salesforce Service Cloud implementations and releases
- Design and execute functional, regression, UAT, and end-to-end test cases
- Ensure traceability across requirements, test cases, and defects
- Identify critical test scenarios aligned to customer service workflows
- Validate core Service Cloud functionalities:
- Case Management lifecycle
- Omni-Channel routing and work assignment
- Service Console usability and configurations
- Knowledge articles and search functionalities
- Entitlements and SLA tracking
- Perform end-to-end validation of service workflows and agent journeys
- Validate integrations with external systems (APIs, third-party tools)
- Ensure data validation across objects, workflows, and automation
- Drive defect identification, triage, and prioritization processes
- Perform root cause analysis and define reproducible defect scenarios
- Ensure defect closure and regression validation across releases
- Identify gaps in test coverage and implement improvements
- Track and report quality metrics and defect trends
- Contribute to test automation initiatives and frameworks
- Execute automation-supported regression suites
- Use tools such as Jira, Test Management tools, and API testing tools for quality delivery
- Participate in Agile ceremonies (Sprint Planning, Stand-ups, Retrospectives)
- Collaborate with developers during design validation and sprint execution
- Ensure adherence to QA standards and governance frameworks
- Provide QA inputs for release readiness and risk assessment
- Mentor junior QA team members and enforce best practices
- Provide technical guidance on Salesforce Service Cloud testing
- Drive continuous improvement in QA processes
Skills & Capability Requirements
| Capability | Must Have / Nice to Have | Level Required |
| Testing | Must Have | Expert |
| Team Player | Must Have | Proficient |
| Communication – English Speaking Skills | Must Have | Proficient |
| Problem Solving & Root Cause Analysis | Must Have | Proficient |
| Attention to Detail & Quality Ownership | Must Have | Expert |
Technical Capabilities
| Technical Capability | Must Have / Nice to Have | Level Required |
| Salesforce Service Cloud Functionalities (Case Mgmt, Omni-Channel, Service Console, Knowledge) | Must Have | Proficient |
| Functional, Regression & End-to-End Testing | Must Have | Proficient |
| Defect Management, RCA & Bug Triage/Prioritization | Must Have | Proficient |
| Agile / SDLC Experience | Must Have | Proficient |
| Familiarity with Modern Testing Tools (Jira, Test Mgmt, API tools) | Must Have | Proficient |
| API & Integration Testing | Must Have | Proficient |
| Test Automation Fundamentals | Good to Have | Competent |
Additional Requirements
- Bachelor's degree or equivalent experience
- 4–6+ years in QA / Salesforce testing roles
- Strong experience in Salesforce Service Cloud implementations[Sai Suneel...Years (1) | PDF]
- Knowledge of Service Cloud features like Case Management, Omni-channel, Service Console[Job Title | Word]
- Experience in Agile / Scrum environments
- Strong stakeholder communication and collaboration skills
Career Band & Role Expectations
- Operates at a Professional / Senior level with strong individual contribution
- Drives testing excellence within Service Cloud delivery teams
- Influences QA practices and improves delivery quality
- Works independently with moderate supervision and mentors peers
What Success Looks Like
- High-quality, defect-free Service Cloud releases
- Strong validation of customer service workflows and processes
- Reduced production defects and improved QA metrics
- Effective collaboration across QA, product, and engineering teams
Salesforce QA · Diverse Lynx India