Ensure that AI-powered, end-to-end CRM solutions meet the highest standards of quality, reliability, and business value.
Requirements
- 3–5+ years of software testing or QA experience in CRM/CSM/ERP implementations.
- Hands-on experience with functional, integration, and regression testing for SaaS/enterprise platforms.
- Familiarity with at least one major CRM/workflow platform: Salesforce, Pega, ServiceNow, Dynamics, Oracle, or SAP.
- Experience with test automation tools (ATF in ServiceNow, Selenium, JUnit, etc.).
- Familiarity with AI/GenAI testing approaches (validating chatbot workflows, AI predictions, explainability testing).
- Knowledge of compliance/regulatory testing (data privacy, audit, accessibility).
- Strong understanding of CRM processes (sales, order management, CPQ/CLM, customer service, field service).
Responsibilities
- Perform hands-on functional, integration, and regression testing of ServiceNow configurations and integrations (Salesforce, Pega, Dynamics, SAP, Oracle).
- Validate AI agent use cases (case deflection, guided selling, contract AI) for accuracy, explainability, and guardrails.
- Document defects clearly, track resolution, and retest fixes.
- Ensure test coverage across functional, integration, regression, performance, and AI agent workflows.
- Assist in building automated test scripts where applicable.
- Define and maintain test plans, scripts, and acceptance criteria based on business requirements and user stories.
- Align test strategies with ServiceNow NowCreate methodology and Agile delivery practices.
Other
- Partner with Business Process Consultants to ensure acceptance criteria reflect business outcomes.
- Support customer UAT planning and execution, facilitating defect triage and resolution.
- Provide feedback to Technical Consultants and Architects on solution quality and improvements.
- Capture lessons learned and contribute to test accelerators, reusable templates, and delivery playbooks.
- Promote a “quality-first” culture within the execution team, balancing speed and rigor.
