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Job Category Software Engineering
Job Details
About Salesforce
Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.
Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.
About the Role
We are seeking an experienced Quality Engineering Architect to drive the design and evolution of test automation frameworks and AI-powered quality tools for Salesforce Service Cloud. This role will architect scalable, intelligent testing solutions that leverage LLM integration and AI-driven approaches to transform how we ensure product quality across our portfolio of enterprise products. You'll work at the intersection of AI innovation and quality engineering, designing frameworks and tools that support critical Service Cloud products including: ITSM (IT Service Management) - Incident, Problem, Change and Release Management, Asset management, configuration management database & discovery Agentforce Contact Center (AFCC/Thunderbird) - Omnichannel routing, agent workspace, supervisor tools CSP (Customer Service Platform) - Core service delivery capabilities like Case management, knowledge, SLAs, entitlements Messaging Channels - Multi-channel communication platforms like Slack, teams, SMS, WhatsApp
As an Architect on the Q3 team, you will work alongside engineering leaders and architects across Service Cloud to design robust frameworks, identify architectural gaps, anticipate corner cases, and build tools that enable teams to shift testing left and deliver high-quality releases faster.
A Day in the Life You'll spend your time reviewing High-Level Design (HLD) documents for features across ITSM, AFCC, and Core Services - identifying testing gaps around complex scenarios like SLA calculations, omnichannel routing edge cases, and multi-tenant data isolation. You'll collaborate with architects and senior engineers to design and prototype AI-powered tools, such as an LLM-based assistant that analyzes production customer issues and automatically generates regression tests. You'll facilitate cross-team design discussions to align on shared framework patterns (like unified voice automation testing with in-house/ 3rd party tools), investigate P0 production escapes to identify automation coverage gaps, and mentor teams on test strategies for upcoming features. Your work directly translates customer adoption patterns and real-world incidents into proactive framework improvements that prevent future issues across Service Cloud products.
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Design and architect next-generation test automation frameworks and quality tools across ITSM, AFCC, CMDB, Messaging, Voice, and CSP products Work collaboratively with other architects to evaluate design trade-offs, identify corner cases, and solve complex technical challenges spanning multiple Service Cloud products Drive technical decisions on framework evolution, tool standardization, and platform integrations that serve diverse product needs Create architectural blueprints and technical roadmaps for quality infrastructure that scales across Service Cloud's product portfolio AI & LLM Integration Architect and implement LLM-powered testing solutions (e.g., intelligent test generation for contact center workflows, natural language test authoring for ITSM scenarios, predictive quality analytics) Design AI-driven tools for test optimization, defect prediction, and automated root cause analysis across complex multi-product scenarios Integrate AI assistants (Claude, Gemini, etc.) into testing workflows and developer tooling for Service Cloud engineers Explore and prototype emerging AI technologies to enhance test coverage and efficiency across ITSM, AFCC, CMDB, and related products Technical Leadership & Guidance Partner with engineering teams across ITSM, Agentforce Contact Center, AITS/CMDB, and CSP to establish best practices for test automation and quality engineering Review High-Level Design (HLD) documents and test strategies for features spanning case management, routing, agent workspace, CMDB discovery, messaging, and voice channels Mentor and guide engineers on framework design patterns, AI tool development, and quality best practices tailored to Service Cloud product complexity Translate customer adoption issues and production incidents into proactive testing improvements - learning from real-world ITSM, contact center, and CMDB deployment patterns Cross-Functional Collaboration Work with product, platform, and infrastructure teams across Service Cloud to ensure quality is built in from the start Drive adoption of frameworks and tools across multiple Service Cloud teams supporting diverse products Influence technical direction and standards for testing across the Service Cloud organization
Required Qualifications
18+ years of software engineering experience 5+ years architecting and designing frameworks and tools 3+ years of hands-on experience with AI-driven approaches, LLM integration, and AI-based tooling Deep expertise in designing scalable, maintainable test frameworks for complex enterprise systems Strong programming skills in languages such as Java, Python, JavaScript, or similar Proven track record of driving technical decisions and influencing engineering organizations Experience reviewing and contributing to architectural design documents (HLDs, LLDs) Strong analytical and problem-solving skills with attention to corner cases and edge conditions Excellent communication skills with ability to articulate complex technical concepts clearly
Preferred Qualifications
Experience with Salesforce platform (Lightning Web Components, Apex, SOQL, platform architecture) Familiarity with CRM testing frameworks Experience with AI/ML frameworks (like OpenAI/Anthropic APIs) Background in building developer tooling and automation platforms Experience in SaaS/cloud-based product development and multi-tenant architectures Knowledge of CI/CD pipelines, test orchestration, and infrastructure as code Experience working in agile/scrum environments at scale Domain knowledge in ITSM, contact center operations, CMDB/asset management, or HR and customer service platforms
What You'll Achieve Transform quality engineering by architecting intelligent, AI-powered testing solutions that set the standard across Salesforce Drive innovation at the intersection of AI and quality engineering, working with cutting-edge LLM technologies Amplify impact by building frameworks and tools that empower hundreds of engineers across Service Cloud's diverse product teams Shape technical strategy by influencing architectural decisions and quality practices at scale across ITSM, AFCC, CMDB, and CSP Work on meaningful problems that directly impact millions of Salesforce customers using Service Cloud for mission-critical operations
Unleash Your Potential
When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.
Accommodations
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Posting Statement
Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.
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