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)
Skills Required
- Experience with Agentforce Testing Center and Voice Preview engine
- Hands-on knowledge of Service Cloud Voice and telephony integrations (Amazon Connect, Genesys)
- Expertise in voice testing: ASR mapping, latency measurement, NLU accuracy evaluation
- Experience auditing and testing Prompt Builder configurations and evaluating prompts for LLM hallucinations
- Ability to design and implement advanced testing methodologies for conversational agents and reasoning traces
- Experience validating end-to-end integrations with Salesforce Flows and ensuring VoiceCall record data consistency
- Familiarity with telephony endpoints and real-time escalation/handoff to human agents
- Salesforce Certified Agentforce Specialist, Salesforce Certified AI Specialist / AI Associate, or Service Cloud Voice certification
What We Do
Ebizon is the leading e-commerce and digital activation agency for brands and retailers globally. We have assisted over a dozen billion dollar companies with consulting, technology, operations, and digital marketing capabilities in managing their unique brand online. We work with global online retailers, publishers, CSR groups, non-profits, and government institutions. * Headquartered in New Delhi, Ebizon's growing client list includes Intel, Tesco, DSM, Wieden+Kennedy, Future Group, DDB Mudra, Rediffusion Y&R, VSNL, Tata Motors, Jagran Prakashan Group, DSM and others. * We take pride in serving our Fortune 500 customers as well as product start-ups in the Education & Non-Profit verticals. * Ebizon is also the premier provider of Enterprise class Drupal Scaling Solutions. Ebizon is founded by ex-IITians whose management & advisory team has the experience of working at Internet companies like Yahoo & TribalFusion. Ebizon management / advisory have educational degrees from world-class institutions like IIT, Stanford and Haas, School of Business, Berkley
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