Sr Quality Assurance Engineer- Salesforce, Service Cloud

We are looking for a high performer and skilled Salesforce QA with Service Cloud focus to join our Business Systems QA team in Bangalore. This is not an entry-level role — we need someone with 4–5 years of QA experience who can operate independently across scrum teams, bring solid automation experience, ask the right questions during sprint ceremonies, and use AI tools as a core part of their daily QA workflow.

You will play a key role in ensuring that Salesforce Service Cloud and connected applications deliver exceptional quality. You will own testing across Cases, Entitlements, Service Console, Omni-Channel, Knowledge, Support Portal, and integrations, while proactively identifying quality risks across sprint cycles.

Key Responsibilities

• Own end-to-end QA for Salesforce Service Cloud including Cases, Entitlements, Knowledge, Service Console, Omni-Channel routing, Email-to-Case / Web-to-Case flows, Support Portal, and Customer Success Manager (CSM) workflows.
• Design, build, and maintain automated regression, sanity, and smoke test suites; experience with ACCELQ is preferred but equivalent Salesforce automation tools are acceptable.
• Leverage AI tools — Microsoft Copilot, Claude, and Slackbot AI — for test case generation, test plan creation, test data preparation, defect summarization, and root cause analysis as part of the standard daily workflow.
• Participate actively in sprint grooming, planning, and retrospectives — challenge requirements, surface ambiguities, and flag quality risks before they become defects; this role is expected to ask the hard questions independently.
• Proactively identify and communicate quality risks; collaborate with cross-application teams to continuously improve end-to-end QA processes.
• Support UAT cycles, guide business testers, and ensure compliance with Salesforce best practices and release management processes.
• Create and maintain detailed test plans and test cases in Jira + Zephyr Squad; manage test cycles, defect logging, and AccelQ execution dashboards.
• Participate actively in sprint ceremonies — grooming, planning, retrospectives — contributing quality perspective and ensuring testability is considered from the start.

• Troubleshoot defects, perform root-cause analysis, and track issues to resolution in Jira + Zephyr Squad.

• Work closely with developers, admins, and product owners to understand requirements; ask the right questions during grooming to surface ambiguities before development begins.

Required Skills & Experience

• 4–5 years of QA experience focused on Salesforce Service Cloud.
• Strong understanding of Salesforce Service Cloud: Cases, Entitlements, Knowledge, Service Console, Omni-Channel, etc.
• Hands-on experience with a Salesforce automation tool (ACCELQ, Provar, or similar); ability to design and maintain automation suites independently.
• Proficiency in SOQL/SOSL for data validation; strong knowledge of REST/SOAP APIs and integration testing across connected systems.

Preferred / Good-to-Have Skills

• • Experience with Certinia (FinancialForce) PSA or ERP; familiarity with additional Service Cloud modules such as Field Service, Digital Engagement, or Einstein Bots.
  • Salesforce certifications preferred: Service Cloud Consultant, Administrator, or Platform App Builder.
  • Familiarity with the SaaS industry and experience in Jira + Zephyr Squad for Agile/Scrum test management and execution reporting.
  • Experience with business applications such as NetSuite (Finance), Dell Boomi (integrations), SAP SuccessFactors, Varicent, Salesforce Sales Cloud.
  • API testing experience using Bruno or equivalent tools; familiarity with CI/CD pipelines, Copado.

• Dynatrace is a leader in unified observability and security.
• We provide a culture of excellence with competitive compensation packages designed to recognize and reward performance.
• Our employees work with the largest cloud providers, including AWS, Microsoft, and Google Cloud, and other leading partners worldwide to create strategic alliances.
• You'll get to work at the forefront of innovation with Dynatrace Intelligence—the industry's first agentic operations system. Bringing together deterministic and agentic AI, it helps teams understand what's happening, why it matters, and what to do next— automatically.
• Over 50% of the Fortune 100 companies are current customers of Dynatrace.

Dynatrace provides equal employment opportunities to all employees and applicants without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected characteristic. We actively foster an inclusive workplace that celebrates differences and promotes accessibility, collaboration, and growth for all.