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Senior Quality Analyst - Service Cloud

Senior Quality Analyst - Service Cloud

Coders Brain Technology Private LimitedBangalore
10 days ago
Job description

Key Skills & Expertise :

  • Salesforce Service Cloud (SFSC) : Strong understanding of SFSC flows, case management, MIAW (Messaging, In-App & Web) setup, Omni-channel routing, knowledge base, and chatbot integrations.
  • Chatbot Testing : Hands-on experience testing AI / ML-driven and Salesforce-native chatbots (Einstein Bots or similar) for conversational flows, NLP accuracy, fallback handling, and integration with SFSC.
  • End-to-End QA : Proven experience managing the full QA lifecycle - test planning, design, execution, defect management, and closure - for SFSC implementations.
  • Automation : Skilled in automating regression suites using Selenium, TestNG, or equivalent frameworks, integrated with CI / CD pipelines. Experience in validating chatbot regression flows and MIAW configurations through automation.
  • Manual Testing : Proficient in functional, regression, UAT, and integration testing on Salesforce platforms, including chatbot conversation flows and MIAW scenarios.
  • API Testing : Experience with Salesforce APIs (REST, SOAP), MIAW APIs, and chatbot service APIs using Postman or SoapUI.
  • SQL & Data Validation : Strong SQL skills for validating data consistency across Salesforce objects, chat transcripts, integrations, and backend databases.
  • Test Management Tools : Skilled in tools like JIRA, Zephyr, or TestRail for test case management and defect tracking.
  • Reporting & Metrics : Ability to capture chatbot performance KPIs, MIAW engagement metrics, and QA metrics to provide actionable insights.
  • Communication : Effective in liaising between business, development, and testing teams, simplifying technical and conversational AI testing results for stakeholders.

Roles & Responsibilities

Key Responsibilities :

  • Lead QA Activities : Own end-to-end QA for Salesforce SFSC implementations with MIAW and chatbot features, ensuring quality delivery of customer interaction solutions.
  • Test Planning & Execution : Develop and execute detailed test plans and test cases (manual & automated) covering SFSC workflows, chatbot flows, and MIAW configurations.
  • Chatbot Validation : Test conversational flows, intent recognition, escalation paths, and integrations of chatbots with SFSC, ensuring seamless customer experiences.
  • MIAW Testing : Validate Salesforce MIAW features including messaging channels (Web, SMS, WhatsApp), bot-to-agent handovers, and omni-channel routing.
  • Automation Development : Build and maintain regression automation suites for SFSC workflows, chatbot flows, and MIAW scenarios using Selenium / Appium or equivalent tools.
  • API & Integration Validation : Validate Salesforce APIs, chatbot service APIs, and MIAW APIs to ensure smooth integrations across systems.
  • Data Accuracy : Perform SQL-based validation of case records, chat history, and omni-channel routing data across Salesforce objects and backend systems.
  • Collaboration : Work closely with developers, business analysts, and stakeholders for requirement clarifications and issue resolutions related to SFSC / MIAW / chatbots.
  • Defect Lifecycle Management : Track, report, and drive defect lifecycle to closure, ensuring timely fixes and revalidations.
  • UAT & Go-Live Support : Participate in UAT, guide business users on chatbot / MIAW features, and provide hypercare support post-production.
  • Continuous Improvement : Recommend QA best practices, automation enhancements, and chatbot testing frameworks to improve efficiency and user experience.

    • (ref : hirist.tech)

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    Quality Analyst • Bangalore