Salesforce Agentforce QA

Job Type : Remote Opportunity

Job Description: Salesforce Agent force QA (Contact Center)

Position:Salesforce Agent force QA Engineer Contact Center
Open Positions: 1
Work Mode: Remote
Engagement: Full-Time (FTE) / Contract
Experience: 5 years overall in QA/testing with 1-2 years in Salesforce Agent force

About the Role

We are looking for a QA Engineer to test AI-powered Salesforce solutions built on Salesforce Agent force with a focus on Contact Center use cases. You will validate that AI agents respond accurately follow business rules hand off correctly to human agents and integrate cleanly with surrounding systems. You will work closely with developers Salesforce admins business analysts and product owners to make sure agent-driven customer interactions are reliable before they reach production.

Key Responsibilities

• Design document and execute test plans test scenarios and test cases for Agentforce agents topics actions and prompts.
• Perform functional integration and end-to-end testing across Salesforce (Service Cloud) and connected systems such as telephony/CTI messaging channels knowledge bases and external APIs.
• Validate AI agent behavior including response accuracy grounding in the right data consistency tone guardrails and handling of out-of-scope or ambiguous requests.
• Test conversational workflows end to end: intent recognition multi-turn conversations escalation and handoff to live agents and case creation and updates.
• Verify agent actions that invoke Flows Apex APIs or data lookups return the correct results and handle failures gracefully.
• Carry out regression testing for each release configuration change or prompt/topic update.
• Log track and manage defects through to closure using tools such as Jira or Azure DevOps with clear reproduction steps and evidence.
• Take part in sprint planning backlog refinement UAT support and release sign-off.
• Report on test coverage execution progress and quality risks to stakeholders.

Mandatory Skills

• Minimum 5 years of QA/testing experience.
• 1-2 years of hands-on Salesforce Agentforce exposure.
• Experience testing Agentforce or other AI-powered Salesforce solutions.
• Strong experience in functional integration and end-to-end testing.
• Strong test execution and defect management skills.

Preferred Skills

• Prior Contact Center testing experience (voice chat messaging omni-channel routing escalation flows).
• Working knowledge of Salesforce Service Cloud (Cases Knowledge Omni-Channel Service Console).
• Experience testing AI agents conversational workflows and automated interactions including evaluating response quality and edge cases.
• Familiarity with Salesforce testing tools and test management platforms (Jira Azure DevOps TestRail or similar).
• Understanding of Agile/Scrum delivery.
• Salesforce certifications (for example Administrator or an AI-related certification) are a plus.

Soft Skills

• Strong analytical and problem-solving ability with attention to detail.
• Clear written and verbal communication especially in defect reporting.

• Ability to work independently in a remote setup and collaborate across time zones.

Required Skills:

Salesforce