Senior Analyst - Salesforce Automation

Job description

The Functional and Automation Tester – Salesforce Service Cloud is responsible for designing, developing, and maintaining automated testing solutions supporting Consumer Services and Customer Support applications built on Salesforce Service Cloud. This role blends software engineering and quality engineering practices to ensure scalable, secure, and high-performing CRM, case management, and omni-channel support solutions, including integrations with CXone contact center platforms, CTI systems, Agentforce AI agents, eCommerce platforms, and Supply Chain Management systems. Key Responsibilities Design and implement scalable automation frameworks for Salesforce UI (Lightning), APIs, and integrations. Develop automated test coverage for Case Management, Omni-Channel Routing, Knowledge, Entitlements, CTI integrations, Agentforce AI agents, and Service Console workflows. Develop and execute integration and end-to-end tests for Salesforce CTI implementations including CXone / NICE CXone telephony integrations. Validate Agentforce AI agent workflows, routing logic, conversation flows, and automated case assistance features. Automate validation for Apex classes, Lightning Web Components (LWC), Flows, Triggers, and custom objects. Validate integrations with ERP, Order Management, CXone Contact Center, Telephony/CTI platforms, Middleware, and Customer Portals. Build CI/CD-integrated automation pipelines using Salesforce DX and deployment tools. Perform API automation testing for REST and SOAP services. Develop reusable test utilities, mocks, and test data management solutions. Execute regression, integration, and end-to-end testing across customer support workflows including AI-assisted support and telephony interactions. Partner with Salesforce developers and admins to ensure code quality and testability standards. Drive shift-left and continuous quality engineering practices within Agile teams. Bachelor’s degree in Computer Science, Engineering, or related discipline. 5+ years of experience in automation testing and software quality engineering. Hands-on experience with Salesforce Service Cloud implementations. Strong programming skills in Java, JavaScript, or Python. Experience with automation tools such as Selenium, Cypress, Playwright, or similar. Experience testing REST/SOAP APIs and middleware integrations. Strong understanding of Salesforce data model, profiles, permission sets, and security controls. Experience with CI/CD tools (Azure DevOps, Jenkins, GitHub Actions). Experience working in Agile/Scrum delivery models. Preferred Qualifications Salesforce Certified Administrator or Platform Developer certification. Experience with Salesforce DX, scratch orgs, and automated deployment strategies. Experience with performance and load testing tools (JMeter, Gatling). Experience supporting global contact center operations using CXone, NICE, or similar CCaaS platforms. Experience testing Salesforce CTI integrations and telephony workflows. Experience validating Salesforce Agentforce AI agents and conversational support automation. Knowledge of test data management and service virtualization practices. Experience in database (DB) testing including SQL-based backend validation and data reconciliation. Experience with GCP Logs Explorer for log validation, monitoring, and automation support (good to have). Demonstrated experience in validating integrations between Salesforce and eCommerce platforms (such as Shopify), as well as Supply Chain Management systems. Core Competencies Strong engineering mindset applied to quality automation. Excellent debugging and root cause analysis capabilities. Ability to collaborate across CRM, integration, and support teams. Customer-focused approach emphasizing reliability and scalability Don’t meet every single requirement? At Mattel, we are dedicated to an inclusive workplace and a culture of belonging. If you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we still encourage you to apply. You may be just the right candidate for this or other roles. How We Work: We are a purpose driven company aiming to empower generations to explore the wonder of childhood and reach their full potential. We live up to our purpose employing the following behaviors: We collaborate: Being a part of Mattel means being part of one team with shared values and common goals. Every person counts and working closely together always brings better results. Partnership is our process and our collective capabilities is our superpower. We innovate: At Mattel we always aim to find new and better ways to create innovative products and experiences. No matter where you work in the organization, you can always make a difference and have real impact. We welcome new ideas and value new initiatives that challenge conventional thinking. We execute: We are a performance-driven company. We strive for excellence and are focused on pursuing best-in-class outcomes. We believe in accountability and ownership and know that our people are at their best when they are empowered to create and deliver results. Our Approach to Flexible Work: We embrace a flexible work model designed to empower a culture of growth, optimism, and wellbeing, where every employee can reach their full potential. Combining purposeful in-person collaboration with flexibility, our focus is to optimize performance and drive connection for moments that matter. Who We Are: Mattel is a leading global toy and family entertainment company and owner of one of the most iconic brand portfolios in the world. We engage consumers and fans through our franchise brands, including Barbie, Hot Wheels, Fisher-Price, American Girl, Thomas & Friends, UNO, Masters of the Universe, Matchbox, Monster High, MEGA and Polly Pocket, as well as other popular properties that we own or license in partnership with global entertainment companies. Our offerings include toys, content, consumer products, digital and live experiences. Our products are sold in collaboration with the world’s leading retail and ecommerce companies. Since its founding in 1945, Mattel is proud to be a trusted partner in empowering generations to explore the wonder of childhood and reach their full potential. Mattel’s award-winning workplace culture has been recognized by Forbes, Fast Company, Newsweek, Great Place to Work, TIME, and more. Visit us at and . Mattel is an Equal Opportunity Employer where we want you to bring your authentic self to work every day. We welcome all job seekers, and all applicants will receive consideration for employment. Videos to watch: The Culture at Mattel Corporate Philanthropy CREATIVITY IS OUR SUPERPOWER. It’s our heritage and it’s also our future. Because we don’t just make toys. We create innovative products and experiences that inspire fans, entertain audiences and develop children through play. Mattel is at its best when every member of our team feels respected, included, and heard—when everyone can show up as themselves and do their best work every day. We value and share an infinite range of ideas and voices that evolve and broaden our perspectives with a reach that extends into all our brands, partners, and suppliers. The Team: