Salesforce Senior QA Engineer

Service Cloud Experience Cloud Copado OmniChannel CTI or Live Agent Salesforce QA Engineer (Service Cloud) Hyderabad Permanent job with Info Services About the Role: We are looking for a dedicated and meticulous Salesforce Senior QA Engineer with a strong focus on Service Cloud. This role will be responsible for ensuring the quality, reliability, and performance of our Service Cloud implementations. You will work closely with developers, business analysts, and product owners to define test strategies, create comprehensive test plans, execute tests, and contribute to the continuous improvement of our QA processes for a critical client-to-agent experience platform. Key Responsibilities: Develop, execute, and maintain detailed test plans, test cases, and test scripts for Salesforce Service Cloud features (Case Management, Omnichannel, Knowledge, Live Agent, CTI, Communities). Perform various types of testing, including functional, regression, integration, user acceptance testing (UAT) support, and performance testing. Identify, document, and track software defects and inconsistencies using appropriate tools (e.g., Jira, Azure DevOps). Collaborate with Business Analysts to understand requirements and ensure test coverage for all user stories. Work closely with developers to reproduce, troubleshoot, and resolve issues. Contribute to the automation of test cases using Salesforce-specific automation tools (e.g. Copado Robotic Testing). Participate in Agile ceremonies (scrum meetings, sprint planning, retrospectives). Review technical designs and suggest improvements for testability. Required Skills and Qualifications: Bachelor's degree in Computer Science, Information Technology, or a related field. 5-7 years of experience in testing Salesforce applications, particularly Service Cloud. Strong understanding of Salesforce platform functionalities, data model, and customization capabilities. Experience with test management tools and defect tracking tools (e.g., Jira). Experience with API testing (Postman, SoapUI) for integrated systems. Excellent analytical, problem-solving, and communication skills. Ability to work independently and as part of a cross-functional team in an Agile environment. Preferred Certifications (one or more): Salesforce Certified Administrator ISTQB Certified Tester (Foundation Level or higher) Certification in test automation tools