Senior Quality Analyst

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.

Primary Responsibilities:

• Perform end to end QA for Salesforce Service Cloud and Agentforce features, including case management, omnichannel routing, CTI, Knowledge, and AI powered workflows
• Validate Agentforce autonomous agents, Agentforce Builder flows, Agent Script logic, Intelligent Context, and Agentforce Voice interactions
• Test AI/LLM driven Knowledge Search for accuracy, grounding, and relevance across various user personas
• Execute testing for Salesforce integrations with Qualtrics (surveys, CX data), AWS Connect (CTI, IVR, transcripts), and ECP (mass email templates, personalization, delivery)
• Develop and maintain manual and automated test scripts using AccelQ for Salesforce Lightning and agentic workflows
• Build automated regression suites covering custom objects, flows, Apex, Lightning components, AI behaviors, and integrations
• Integrate automated tests into CI/CD pipelines and utilize AI driven quality gates and anomaly detection
• Validate Salesforce configurations, data integrity, security models, permissions, and responsible AI guardrails
  
• Log and manage defects-including AI behavior anomalies and integration issues-and collaborate across teams for resolution
• Perform root cause analysis across Salesforce, Agentforce, LLM pipelines, Qualtrics, AWS Connect, and ECP
• Support Agile ceremonies, release readiness, pre /post deployment validation, and AI agent revalidation
• Prepare test summary reports, defect trends, and AI performance metrics for stakeholders
• Continuously enhance automation coverage, adapt to Salesforce seasonal releases, and support evolving AI or Agentforce capabilities
• Collaborate with business, development, admin, DevOps, AI/ML, Qualtrics, and AWS teams to ensure scalable, high quality solutions
• Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so
  

Required Qualifications:

• Bachelors degree with 6+ years of experience in Salesforce Quality Assurance / Testing, with solid exposure to Salesforce Service Cloud implementations
• Salesforce Administrator Certification (ADM 201)

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  Hands?on experience with test automation using AccelQ, including designing, executing, and maintaining automated test suites for Salesforce Lightning applications
• Proven experience performing functional, integration, regression, UAT, and smoke testing across multiple Salesforce environments
• Experience with defect management and test tracking tools such as Jira or Azure DevOps
• End?to?end functional knowledge of Salesforce Service Cloud, including Case Management, Omni?Channel, CTI, Entitlements, Knowledge, Email?to?Case, and Live Chat
• Good working experience in using GitHub copilot , M365 Copilot
• Solid understanding of Salesforce data model, security model, and configuration concepts such as objects, fields, record types, page layouts, profiles, roles, permission sets, validation rules, workflows, flows, and approval processes
• Familiarity with Agile/Scrum methodologies, including participation in sprint ceremonies
• Proven solid analytical, problem?solving, and communication skills with the ability to collaborate effectively with cross?functional teams

Preferred Qualification:

• AccelQ Certification professional