Senior Analyst - Salesforce Automation

The Functional and Automation Tester – Salesforce Service Cloud is responsible for designing, developing, and maintaining automated testing solutions supporting Consumer Services and Customer Support applications built on Salesforce Service Cloud. This role blends software engineering and quality engineering practices to ensure scalable, secure, and high-performing CRM, case management, and omni-channel support solutions, including integrations with CXone contact center platforms, CTI systems, Agentforce AI agents, eCommerce platforms, and Supply Chain Management systems.

Key Responsibilities

• Design and implement scalable automation frameworks for Salesforce UI (Lightning), APIs, and integrations.
• Develop automated test coverage for Case Management, Omni-Channel Routing, Knowledge, Entitlements, CTI integrations, Agentforce AI agents, and Service Console workflows.
• Develop and execute integration and end-to-end tests for Salesforce CTI implementations including CXone / NICE CXone telephony integrations.
• Validate Agentforce AI agent workflows, routing logic, conversation flows, and automated case assistance features.
• Automate validation for Apex classes, Lightning Web Components (LWC), Flows, Triggers, and custom objects.
• Validate integrations with ERP, Order Management, CXone Contact Center, Telephony/CTI platforms, Middleware, and Customer Portals.
• Build CI/CD-integrated automation pipelines using Salesforce DX and deployment tools.
• Perform API automation testing for REST and SOAP services.
• Develop reusable test utilities, mocks, and test data management solutions.
• Execute regression, integration, and end-to-end testing across customer support workflows including AI-assisted support and telephony interactions.
• Partner with Salesforce developers and admins to ensure code quality and testability standards.
• Drive shift-left and continuous quality engineering practices within Agile teams.