About This Role
4 to 6 years of experience
Skills: Salesforce, Service Cloud, Health Cloud, Manual QA, Integration Testing, Functional Testing, API Testing, Regression Testing
Job Summary
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We are looking for a detail-oriented Senior QA Engineer (Manual) with 3–5 years of experience in software quality assurance for enterprise service and case management platforms. The ideal candidate has strong expertise in manual testing across complex, multi-system platforms, with knowledge of Salesforce Service Cloud (SFSC) and integrated systems such as CTI/telephony, EHR/EMR, billing, and marketing automation. Exposure to test automation is a plus.
Key Responsibilities
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Design, develop, and execute manual test cases for agent-facing and backend applications built on Salesforce Service Cloud.
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Perform functional, regression, integration, and end-to-end testing across the Service Console, case lifecycle, and third-party integrations (CTI/telephony, EHR/EMR, billing/payment, marketing automation, external APIs).
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Validate business logic for case routing, Omni-Channel assignment, entitlements/SLAs, escalation rules, Knowledge, and email-to-case/web-to-case workflows.
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Identify, document, and track defects through resolution using standard bug-tracking tools (e.g., JIRA).
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Collaborate closely with developers, product owners, and business stakeholders to clarify requirements and acceptance criteria.
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Participate in sprint planning, backlog grooming, and release readiness reviews.
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Support UAT cycles and coordinate with business teams during go-live testing.
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Contribute to test plan and test strategy documentation for major releases.
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Support automation efforts by identifying candidate test cases and collaborating with automation engineers, where applicable.
Required Skills
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3–5 years of experience in manual QA/software testing, preferably on Salesforce or enterprise CRM/service platforms.
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Strong understanding of SDLC and STLC, with hands-on experience writing test cases and test plans.
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Experience testing integrated systems (CTI/telephony, EHR/EMR, billing/payment, marketing automation, or similar).
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Knowledge of Salesforce Service Cloud (SFSC): Case management, Service Console, Omni-Channel routing, Knowledge, Entitlements/Milestones, and Flows.
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Proficiency with bug-tracking and test management tools (JIRA, TestRail, Zephyr, or equivalent).
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Solid understanding of API testing concepts (Postman or similar tools).
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Strong analytical and problem-solving skills with attention to detail.
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Familiarity with Agile/Scrum methodologies.
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Excellent written and verbal communication skills for cross-functional collaboration.
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Preferred Skills
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Experience with SOQL/SQL for backend data validation.
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Familiarity with performance or load testing concepts.
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Exposure to Salesforce integration patterns (REST/SOAP APIs, Platform Events, middleware such as MuleSoft).
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Prior experience on Salesforce Service Cloud (SFSC) or Health Cloud implementations.