JPC - 205190 - Salesforce QA/SW

Salesforce QA/SW – AI & Automation Focus Location: Dallas, TX (Remote option available) | Job Type: C2C

About the Role

Join a forward-thinking team dedicated to elevating customer experiences on Southwest.com’s Help Center and Agentforce platform. As a Salesforce QA/SW, you’ll play a critical role in validating cutting-edge AI-driven workflows, ensuring seamless agent-assisted and self-service solutions within Salesforce Service and Experience Clouds. Work closely with Product Owners, Developers, and Analysts to deliver robust, scalable solutions that power intelligent automation and enhance customer satisfaction.

Responsibilities

• Define and execute comprehensive test strategies for new Salesforce features, Agentforce capabilities, and Help Center enhancements.

• Collaborate with Product Owners and Analysts to refine acceptance criteria and ensure user stories are testable and measurable.

• Validate end-to-end workflows, including case management, messaging, self-service flows, and digital support journeys.

• Test AI-powered features: automated case resolution, conversational experiences, chatbot orchestration, and prompt accuracy.

• Identify, document, and track defects; partner with Developers for timely resolution and adherence to quality standards.

• Develop automated test scripts for regression and integration testing; support CI/CD pipelines to optimize release cycles.

• Ensure seamless integrations between Salesforce, Agentforce, and external systems, validating data integrity and customer journeys.

• Participate in Agile ceremonies, collaborate across teams, and contribute to continuous improvement of quality practices.

• Support User Acceptance Testing (UAT), environment validation, and release readiness for multi-channel customer experiences.

• Required Skills and Experience

• Proven experience testing on Salesforce platforms, especially Service Cloud and Experience Cloud.

• In-depth understanding of end-to-end QA processes: functional, regression, integration, and UAT testing.

• Hands-on experience with test automation frameworks (Selenium, Playwright, Cypress, or similar).

• Familiarity with API testing tools (Postman, REST validation).

• Strong knowledge of AI concepts (prompting, conversational flows, AI workflow validation).

• Experience in Agile/Scrum team environments.

• High attention to detail with the ability to spot edge cases and potential failure points.

• Proficiency in test management and defect tracking tools (Jira, qTest).

• Preferred Skills

• Experience with Experience Cloud self-service portals, omni-channel messaging, and digital customer journeys.

• Familiarity with Agentforce AI testing, chatbot validation, and prompt assessment.

• Knowledge of customer data flows, API integrations, and data accuracy validation across Salesforce and external systems.

Benefits

• Exposure to advanced Salesforce and AI technologies, driving digital transformation in a leading travel organization.

• Collaborative, Agile work environment with opportunities to influence best practices and process improvements.

• Potential for long-term project engagement and skill development in AI, automation, and cloud platforms.

• Flexible work arrangements – remote work available.

• How to Apply

• Ready to take your Salesforce QA expertise to the next level? Submit your resume highlighting relevant Salesforce, AI, and QA experience. Qualified candidates will be promptly contacted for next steps.