Job Description – QA Lead – Salesforce Service Cloud & Agentforce
Job Title: QA Lead – Salesforce Service Cloud & Agentforce
Experience: 6–10 Years
Employment Type: Full-Time / Contract
Work Mode: Remote / Offshore
Role Type: Individual Contributor with QA Leadership Responsibilities
Job Summary
We are looking for an experienced QA Lead with strong hands-on expertise in Salesforce Service Cloud and Salesforce Agentforce testing to lead offshore QA activities for enterprise CRM applications.
The ideal candidate will have 6–10 years of overall QA/testing experience, with proven expertise in Salesforce Service Cloud, Agentforce/AI agent testing, functional testing, integration testing, API testing, regression testing, and end-to-end testing.
This is an individual contributor role that requires strong ownership of QA strategy and execution, along with the ability to coordinate offshore QA activities and collaborate effectively with onsite teams, business stakeholders, developers, Salesforce teams, and project leadership.
Key Responsibilities
- Lead end-to-end QA activities for Salesforce Service Cloud and Agentforce implementations.
- Develop comprehensive test strategies, test plans, test scenarios, test cases, and execution plans.
- Perform hands-on testing of Salesforce Service Cloud features, configurations, workflows, integrations, and CRM processes.
- Design and execute test scenarios for Salesforce Agentforce / AI-powered agents, including conversational flows, responses, actions, integrations, and business outcomes.
- Perform functional, integration, regression, system, API, and end-to-end testing.
- Validate Salesforce workflows, business rules, automation, case management, service processes, and CRM functionality.
- Test integrations between Salesforce and external applications/systems through APIs and integration platforms.
- Validate data flow, data mapping, synchronization, and integration behavior across systems.
- Identify, document, prioritize, and track defects through the complete defect lifecycle.
- Work closely with developers, Salesforce administrators, architects, and business teams to investigate and resolve defects.
- Define entry/exit criteria, quality gates, test coverage, and release readiness.
- Coordinate offshore QA activities and ensure timely completion of testing milestones.
- Collaborate with onsite teams and business stakeholders across requirements, testing, defect triage, UAT support, and releases.
- Provide QA status reports, defect metrics, risk assessments, and release recommendations.
- Identify testing risks, dependencies, and gaps and proactively communicate them to stakeholders.
- Support release validation, regression cycles, production validation, and post-release testing.
- Contribute to continuous improvement of QA processes, testing standards, and best practices.
- Where applicable, support implementation and maintenance of Salesforce test automation frameworks.
Mandatory Technical SkillsSalesforce Service Cloud
- Strong hands-on experience testing Salesforce Service Cloud.
- Good understanding of:
- Case Management
- Service Console
- Accounts & Contacts
- Leads/Opportunities where applicable
- Workflows and business rules
- Salesforce automation
- CRM processes
- Salesforce configurations and customizations
- Data validation and integrations
Salesforce Agentforce / AI Testing
- Hands-on experience testing Salesforce Agentforce / AI agents.
- Ability to validate:
- Agent conversations and user journeys
- AI-generated responses
- Agent actions and workflows
- Business-rule adherence
- Integration with Salesforce data and external systems
- End-to-end customer/service scenarios
- Negative and boundary scenarios
- Accuracy, consistency, and reliability of AI-agent behavior
QA & Testing
- Functional Testing
- Integration Testing
- Regression Testing
- System Testing
- End-to-End Testing
- API Testing
- UAT Support
- Defect Management
- Release Testing
- Test Strategy & Test Planning
- Test Case Design & Execution
API & Integration Testing
- Strong understanding of REST/SOAP APIs and API testing.
- Experience validating Salesforce integrations with external systems.
- Familiarity with tools such as Postman, SoapUI, or equivalent API testing tools.
- Understanding of data validation and request/response validation.
QA Leadership Responsibilities
Although this is an Individual Contributor role, the candidate should be capable of taking ownership of offshore QA activities, including:
- Planning and coordinating offshore testing activities.
- Providing technical guidance to QA team members where required.
- Tracking testing progress and ensuring deadlines are met.
- Coordinating defect triage with development and business teams.
- Managing dependencies between offshore and onsite teams.
- Communicating testing risks, blockers, and release readiness to stakeholders.
- Ensuring adequate test coverage across functional and integration requirements.
Preferred Skills
- Salesforce certifications such as Salesforce Administrator, Service Cloud Consultant, Platform App Builder, or related certifications.
- Experience with Salesforce test automation.
- Experience with tools/frameworks such as Selenium, Playwright, Provar, Tricentis, or other Salesforce-compatible automation solutions.
- Experience testing Salesforce APIs and third-party integrations.
- Exposure to CI/CD and DevOps-based Salesforce release processes.
- Experience with Agile/Scrum methodologies.
- Knowledge of AI/LLM testing concepts and evaluation techniques is an advantage.
Required Experience
- 6–10 years of overall QA/testing experience.
- Strong hands-on experience in Salesforce Service Cloud testing.
- Practical experience with Salesforce Agentforce / AI agent testing.
- Strong experience in functional, integration, regression, API, and E2E testing.
- Experience developing test strategies, plans, scenarios, and detailed test cases.
- Experience managing defects and supporting production/release activities.
- Experience coordinating offshore QA teams with onsite and business stakeholders.
- Strong understanding of Salesforce workflows, integrations, and CRM business processes.
- Excellent communication, analytical, problem-solving, and stakeholder-management skills.
Work Location: Remote
