Note: The job is a remote job and is open to candidates in USA. DTI (Diversified Technology, Inc.) is a successful African American owned IT Consulting/Staffing firm based in Chicago's Loop. They are seeking an experienced Functional Test Manager / Senior Functional Tester with expertise in Salesforce Service Cloud, IVR, and Contact Center operations to support a major enterprise-wide Customer Experience Transformation Program.

Responsibilities

• Lead or support end-to-end functional testing activities across the Salesforce Service Cloud, IVR, and Contact Center workstreams
• Develop and execute:
• Test Strategies
• Test Plans
• Test Scenarios
• Test Cases
• Traceability Matrices
• Validate customer journeys across:
• Salesforce Service Cloud
• Agent Console
• Case Management
• Omni-Channel
• IVR
• Contact Center
• Customer Self-Service
• Coordinate System Integration Testing (SIT), User Acceptance Testing (UAT), Regression Testing, and Production Validation
• Validate integrations between Salesforce Service Cloud and enterprise platforms including SAP RISE, AWS integration services, Billing, and customer communication systems
• Support testing of:
• Customer Authentication
• Move-In / Move-Out
• Service Requests
• Payment Processing
• Outage Communications
• Appointment Scheduling
• Customer Notifications
• Coordinate testing across business users, technical teams, vendors, and offshore resources
• Participate in defect triage meetings and drive issue resolution
• Support cutover, go-live, and Hypercare activities

Skills

• 7+ years of enterprise Functional Testing experience
• Experience supporting large-scale enterprise transformation programs
• Experience testing Salesforce Service Cloud applications in IVR and Contact Center environments
• Strong understanding of: Salesforce Service Cloud, Contact Center Operations, IVR Platforms, Customer Service Workflows, CRM, Billing Processes
• Experience developing: Test Plans, Test Scripts, Test Scenarios, Defect Documentation
• Experience leading or coordinating: SIT, UAT, Regression Testing, Production Validation
• Strong understanding of Agile and SDLC methodologies
• Excellent communication and stakeholder management skills
• Public Utility industry experience
• Experience supporting Salesforce implementations within utility environments
• Experience supporting SAP RISE or SAP S/4HANA transformation programs
• Experience testing Salesforce integrations with SAP and AWS-based enterprise platforms
• Familiarity with Contact Center technologies including: Genesys Cloud, Amazon Connect, NICE CXone, Five9, Cisco Contact Center, Avaya
• Experience testing APIs and integrations (REST, SOAP, MuleSoft, AWS services)
• Experience with Azure DevOps, Jira, Client ALM/Quality Center, Xray, or qTest

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