Note: The job is a remote job and is open to candidates in USA. DTI (Diversified Technology Inc.) is an IT Consulting/Staffing firm focusing on enterprise integration and implementations. They are seeking a Functional Test Manager/Senior Functional Tester to support the Salesforce workstream of a major Customer Experience Transformation Program, ensuring the integration and functionality of Salesforce Service Cloud with other enterprise systems.
Responsibilities
- Lead or support end-to-end functional testing activities across the Salesforce Service Cloud, IVR, and Contact Center workstreams
- Develop and execute:
- Test Strategies
- Test Plans
- Test Scenarios
- Test Cases
- Traceability Matrices
- Validate customer journeys across:
- Salesforce Service Cloud
- Agent Console
- Case Management
- Omni-Channel
- IVR
- Contact Center
- Customer Self-Service
- Coordinate System Integration Testing (SIT), User Acceptance Testing (UAT), Regression Testing, and Production Validation
- Validate integrations between Salesforce Service Cloud and enterprise platforms including SAP RISE, AWS integration services, Billing, and customer communication systems
- Support testing of:
- Customer Authentication
- Move-In / Move-Out
- Service Requests
- Payment Processing
- Outage Communications
- Appointment Scheduling
- Customer Notifications
- Coordinate testing across business users, technical teams, vendors, and offshore resources
- Participate in defect triage meetings and drive issue resolution
- Support cutover, go-live, and Hypercare activities
Skills
- 7+ years of enterprise Functional Testing experience
- Experience supporting large-scale enterprise transformation programs
- Experience testing Salesforce Service Cloud applications in IVR and Contact Center environments
- Strong understanding of: Salesforce Service Cloud, Contact Center Operations, IVR Platforms, Customer Service Workflows, CRM, Billing Processes
- Experience developing: Test Plans, Test Scripts, Test Scenarios, Defect Documentation
- Experience leading or coordinating: SIT, UAT, Regression Testing, Production Validation
- Strong understanding of Agile and SDLC methodologies
- Excellent communication and stakeholder management skills
- Public Utility industry experience
- Experience supporting Salesforce implementations within utility environments
- Experience supporting SAP RISE or SAP S/4HANA transformation programs
- Experience testing Salesforce integrations with SAP and AWS-based enterprise platforms
- Familiarity with Contact Center technologies including: Genesys Cloud, Amazon Connect, NICE CXone, Five9, Cisco Contact Center, Avaya
- Experience testing APIs and integrations (REST, SOAP, MuleSoft, AWS services)
- Experience with Azure DevOps, Jira, Client ALM/Quality Center, Xray, or qTest
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