Role Overview:
We are seeking an analytical and technically sharp Agentforce QA Engineer specializing in Voice Testing to lead the quality assurance and validation of our autonomous AI voice systems. In this role, you will do much more than execute standard manual test scripts — you will design and implement advanced testing methodologies for modern, next-generation AI interactions. You will leverage the Agentforce Testing Center, Service Cloud Voice infrastructure, and prompt valuation techniques to ensure our real-time voice-activated agents provide precise, secure, and natural customer experiences.
Responsibilities:
We are seeking an analytical and technically sharp Agentforce QA Engineer specializing in Voice Testing to lead the quality assurance and validation of our autonomous AI voice systems. In this role, you will do much more than execute standard manual test scripts — you will design and implement advanced testing methodologies for modern, next-generation AI interactions. You will leverage the Agentforce Testing Center, Service Cloud Voice infrastructure, and prompt valuation techniques to ensure our real-time voice-activated agents provide precise, secure, and natural customer experiences.
Responsibilities:
- Validate voice-enabled autonomous agents using the Agentforce Testing Center, testing reasoning traces, conversational turn-taking, and Topic/Instruction/Action (TIA) execution accuracy.
- Conduct comprehensive Voice Testing within the Voice Preview engine and via telephony endpoints, evaluating Automatic Speech Recognition (ASR) mapping, latency, and Natural Language Understanding (NLU) accuracy.
- Audit and test Prompt Builder configurations, executing variance and regression tests to identify potential LLM hallucinations, off-script deviations, or scoring drops.
- Verify end-to-end integration flows across Service Cloud Voice telephony connections (e.g., Amazon Connect, Genesys), ensuring seamless call routing, transcription generation, and real-time human agent escalation pathways.
- Validate back-end data consistency by verifying that voice interactions trigger the appropriate Salesforce Flows, update standard fields, and successfully log data into VoiceCall records.
- Salesforce Certified Agentforce Specialist
- Salesforce Certified AI Specialist / AI Associate
- Any equivalent Salesforce Consultant or Service Cloud Voice certification (a major plus given telephony routing and contact center setup validation requirements)
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