Description

About the Role

We are seeking an experienced Quality Engineering Architect to drive the design and evolution of test automation frameworks and AI-powered quality tools for Salesforce Service Cloud. This role will architect scalable, intelligent testing

solutions that leverage LLM integration and AI-driven approaches to transform how we ensure product quality across our portfolio of enterprise products.

You'll Work At The Intersection Of AI Innovation And Quality Engineering, Designing Frameworks And Tools That Support Critical Service Cloud Products Including

ITSM (IT Service Management) - Incident, Problem, Change and Release Management, Asset management, configuration management database & discovery

Agentforce Contact Center (AFCC/Thunderbird) - Omnichannel routing, agent workspace, supervisor tools

CSP (Customer Service Platform) - Core service delivery capabilities like Case management, knowledge, SLAs, entitlements

Messaging Channels - Multi-channel communication platforms like Slack, teams, SMS, WhatsApp

As an Architect on the Q3 team,



you will work alongside engineering leaders and architects across Service Cloud to design robust frameworks, identify architectural gaps, anticipate corner cases, and build tools that enable teams to shift testing left and deliver high-quality releases faster.

A Day in the Life

You'll spend your time reviewing High-Level Design (HLD) documents for features across ITSM, AFCC, and Core Services - identifying testing gaps around complex scenarios like SLA calculations, omnichannel routing edge cases, and multi-tenant data isolation. You'll collaborate with architects and senior engineers to design and prototype AI-powered tools, such as an LLM-based assistant that analyzes production customer issues and automatically generates regression tests. You'll facilitate cross-team design discussions to align on shared framework patterns (like unified voice automation testing with in-house/ 3rd party tools), investiga

📌 Software Engineering Architect/PMTS-SDET (Bengaluru)
🏢 SalesForce-ad
📍 Bengaluru