Senior Quality Analyst - Service Cloud

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 :

(ref : hirist.tech)