About the Role

We are looking for a Salesforce QA Engineer / SQAE with robust hands-on experience in Salesforce Service Cloud and/or Financial Services Cloud (FSC) testing. The role focuses on validating Salesforce applications, integrations, APIs, workflows, contact-center capabilities, and end-to-end business processes.

Salesforce Functional & End-to-End Testing

Perform hands-on testing of Salesforce Service Cloud and/or Financial Services Cloud (FSC) solutions.

Validate Salesforce workflows, business rules, configurations, and end-to-end business processes.

Design and execute functional, integration, regression, system, and end-to-end test scenarios.

Validate complete business journeys across Salesforce and integrated upstream/downstream systems.

Ensure business requirements and acceptance criteria are adequately covered by test scenarios.

Identify, document, track, and perform root-cause analysis of defects.

Omni-Channel & Agent Workflow Testing

Validate Salesforce Omni-Channel functionality and routing.

Test queues, agent presence/availability, skills-based routing, and agent assignment.

Validate agent workflows from customer interaction initiation through resolution.

Test routing rules, workload distribution, priority handling, transfer, escalation, and fallback scenarios.

Validate unavailable-agent, queue-overflow, incorrect-routing, and reassignment scenarios.

Service Cloud Voice / CTI & Contact Center Testing

Test Service Cloud Voice, CTI, and contact-center integrations.

Validate inbound and outbound call flows and customer-agent interactions.

Test call routing, transfer, hold, resume, disposition, recording, and interaction capture.

Validate synchronization between contact-center platforms and Salesforce.

Experience with NICE CXone or similar contact-center platforms is preferred.

API & Integration Testing

Perform hands-on testing of REST APIs and system integrations.

Validate request/response payloads, status codes, authentication,



data mapping, and business rules.

Test event-driven integrations and asynchronous processing.

Validate error handling, retry mechanisms, timeout scenarios, duplicate messages, and failure/recovery scenarios.

Perform cross-system data reconciliation to ensure data consistency.

Use Postman, REST Assured, or equivalent API testing tools.

Automation Testing

Develop and maintain automated test scripts for Salesforce and integrated applications.

Identify suitable candidates for automation and contribute to automation strategy.

Develop reusable automation components and frameworks.

Integrate automation suites with CI/CD pipelines where applicable.

Analyze automation failures and distinguish between application defects, environment issues, and automation/script failures.

Agentforce / Generative AI Testing

Validate Agentforce and/or Generative AI-powered capabilities.

Test AI-generated responses for accuracy, relevance, groundedness, completeness, and consistency.

Validate AI-generated summaries, recommendations, and actions.

Test AI behavior when required context is missing, incomplete, incorrect, or ambiguous.

Validate that AI responses are based on approved business data and do not introduce unsupported information.

Design negative and adversarial scenarios to identify incorrect AI behavior.

Required Skills

Salesforce Service Cloud / Financial Services Cloud

Salesforce Omni-Channel

Queue and agent-routing testing

CRM Analytics / Salesforce Analytics Cloud

Functional, integration, regression, and E2E testing

API Testing REST / Postman / REST Assured

Integration and event-driven testing

Automation testing

Contact-center / CTI testing

Strong defect analysis and troubleshooting skills

Preferred Skills

NICE CXone

Service Cloud Voice

Financial services / mortgage domain experience

Agentforce / Generative AI testing

CI/CD and automation framework experience

Education

Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related discipline.

📌 Lead QE Salesforce - Tavant (Bengaluru)
🏢 Tavant
📍 Bengaluru