Pay: ₹800,000.00 - ₹1,000,000.00 per year
Job description:
Minimum Experience Required: Salesforce QA: 5+ years, Agentofrce QA: 1 year
Role Overview:
- Perform quality assurance (QA) testing for AI-powered voice agents.
- Design and execute advanced voice testing strategies beyond manual test cases.
- Validate real-time voice interactions for accuracy and reliability.
- Use Agentforce Testing Center to test and monitor AI agent performance.
- Work with Service Cloud Voice infrastructure to ensure smooth voice operations.
- Apply prompt evaluation techniques to improve AI responses.
- Test AI agents for natural and human-like conversations.
- Verify the security and compliance of voice interactions.
- Identify, analyze, and report defects or performance issues.
- Ensure AI voice agents deliver accurate, secure, and high-quality customer experiences.
- Collaborate with development and product teams to improve voice agent functionality.
- Continuously enhance testing methodologies for next-generation AI voice systems.
Responsibilities:
- Test voice-enabled AI agents using Agentforce Testing Center.
- Verify reasoning, conversation flow, and correct execution of topics, instructions, and actions.
- Perform voice testing through the Voice Preview engine and phone call channels.
- Validate speech-to-text (ASR) accuracy and voice response quality.
- Check system response time (latency) during voice interactions.
- Ensure the AI correctly understands customer requests (NLU accuracy).
- Review and test Prompt Builder configurations.
- Perform regression and variation testing to identify issues in AI responses.
- Detect AI hallucinations, incorrect responses, and off-topic conversations.
- Verify scoring and performance consistency of AI prompts.
- Test end-to-end voice call workflows across telephony platforms such as Amazon Connect and Genesys.
- Ensure calls are routed correctly to the appropriate destination.
- Validate transcription generation during voice conversations.
- Test seamless escalation from AI agents to human agents when required.
- Verify that voice interactions trigger the correct Salesforce Flows.
- Ensure standard Salesforce fields are updated accurately.
- Validate successful data logging in VoiceCall records.
- Check data consistency and accuracy across integrated systems.
Work Location: Remote
Work Location: Remote
