Software Engineering Architect/PMTS-SDET

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About Salesforce

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About the Role
We are seeking an experienced Quality Engineering Architect to drive the design and evolution of test automation frameworks and AI-powered quality tools for Salesforce Service Cloud. This role will architect scalable, intelligent testing
solutions that leverage LLM integration and AI-driven approaches to transform how we ensure product quality across our portfolio of enterprise products.
You'll work at the intersection of AI innovation and quality engineering, designing frameworks and tools that support critical Service Cloud products including:
ITSM (IT Service Management) - Incident, Problem, Change and Release Management, Asset management, configuration management database & discovery
Agentforce Contact Center (AFCC/Thunderbird) - Omnichannel routing, agent workspace, supervisor tools
CSP (Customer Service Platform) - Core service delivery capabilities like Case management, knowledge, SLAs, entitlements
Messaging Channels - Multi-channel communication platforms like Slack, teams, SMS, WhatsApp
As an Architect on the Q3 team, you will work alongside engineering leaders and architects across Service Cloud to design robust frameworks, identify architectural gaps, anticipate corner cases, and build tools that enable teams to shift testing left and deliver high-quality releases faster.
A Day in the Life
You'll spend your time reviewing High-Level Design (HLD) documents for features across ITSM, AFCC, and Core Services - identifying testing gaps around complex scenarios like SLA calculations, omnichannel routing edge cases, and multi-tenant data isolation. You'll collaborate with architects and senior engineers to design and prototype AI-powered tools, such as an LLM-based assistant that analyzes production customer issues and automatically generates regression tests. You'll facilitate cross-team design discussions to align on shared framework patterns (like unified voice automation testing with in-house/ 3rd party tools), investigate P0 production escapes to identify automation coverage gaps, and mentor teams on test strategies for upcoming features. Your work directly translates customer adoption patterns and real-world incidents into proactive framework improvements that prevent future issues across Service Cloud products.
Key Responsibilities
Framework & Tools Architecture:
Design and architect next-generation test automation frameworks and quality tools across ITSM, AFCC, CMDB, Messaging, Voice, and CSP products
Work collaboratively with other architects to evaluate design trade-offs, identify corner cases, and solve complex technical challenges spanning multiple Service Cloud products
Drive technical decisions on framework evolution, tool standardization, and platform integrations that serve diverse product needs
Create architectural blueprints and technical roadmaps for quality infrastructure that scales across Service Cloud's product portfolio
AI & LLM Integration
Architect and implement LLM-powered testing solutions (e.g., intelligent test generation for contact center workflows, natural language test authoring for ITSM scenarios, predictive quality analytics)
Design AI-driven tools for test optimization, defect prediction, and automated root cause analysis across complex multi-product scenarios
Integrate AI assistants (Claude, Gemini, etc.) into testing workflows and developer tooling for Service Cloud engineers
Explore and prototype emerging AI technologies to enhance test coverage and efficiency across ITSM, AFCC, CMDB, and related products
Technical Leadership & Guidance
Partner with engineering teams across ITSM, Agentforce Contact Center, AITS/CMDB, and CSP to establish best practices for test automation and quality engineering
Review High-Level Design (HLD) documents and test strategies for features spanning case management, routing, agent workspace, CMDB discovery, messaging, and voice channels
Mentor and guide engineers on framework design patterns, AI tool development, and quality best practices tailored to Service Cloud product complexity
Translate customer adoption issues and production incidents into proactive testing improvements - learning from real-world ITSM, contact center, and CMDB deployment patterns
Cross-Functional Collaboration
Work with product, platform, and infrastructure teams across Service Cloud to ensure quality is built in from the start
Drive adoption of frameworks and tools across multiple Service Cloud teams supporting diverse products
Influence technical direction and standards for testing across the Service Cloud organization
Required Qualifications
18+ years of software engineering experience
5+ years architecting and designing frameworks and tools
3+ years of hands-on experience with AI-driven approaches, LLM integration, and AI-based tooling
Deep expertise in designing scalable, maintainable test frameworks for complex enterprise systems
Strong programming skills in languages such as Java, Python, JavaScript, or similar
Proven track record of driving technical decisions and influencing engineering organizations
Experience reviewing and contributing to architectural design documents (HLDs, LLDs)
Strong analytical and problem-solving skills with attention to corner cases and edge conditions
Excellent communication skills with ability to articulate complex technical concepts clearly
Preferred Qualifications
Experience with Salesforce platform (Lightning Web Components, Apex, SOQL, platform architecture)
Familiarity with CRM testing frameworks
Experience with AI/ML frameworks (like OpenAI/Anthropic APIs)
Background in building developer tooling and automation platforms
Experience in SaaS/cloud-based product development and multi-tenant architectures
Knowledge of CI/CD pipelines, test orchestration, and infrastructure as code
Experience working in agile/scrum environments at scale
Domain knowledge in ITSM, contact center operations, CMDB/asset management, or HR and customer service platforms
What You'll Achieve
Transform quality engineering by architecting intelligent, AI-powered testing solutions that set the standard across Salesforce
Drive innovation at the intersection of AI and quality engineering, working with cutting-edge LLM technologies
Amplify impact by building frameworks and tools that empower hundreds of engineers across Service Cloud's diverse product teams
Shape technical strategy by influencing architectural decisions and quality practices at scale across ITSM, AFCC, CMDB, and CSP
Work on meaningful problems that directly impact millions of Salesforce customers using Service Cloud for mission-critical operations

Unleash Your Potential

When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.

Accommodations

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