Quality Assurance Consultant
About The Position
What you get to do in this role: We are seeking a Quality Assurance (QA) Consultant to join the CRM & Industry Workflows Team. In this role, you will ensure that our AI-powered, end-to-end solutions meet the highest standards of quality, reliability, and business value. You will design and execute test strategies across lead-to-cash, CPQ, sales & order management, customer service, field service, and AI agent workflows, working closely with Technical Consultants, Business Process Consultants, and Project Managers. This role combines hands-on test execution with advisory and collaboration skills, supporting both internal development and customer UAT.
Requirements
- 3–5+ years of software testing or QA experience in CRM/CSM/ERP implementations.
- Strong understanding of CRM processes (sales, order management, CPQ/CLM, customer service, field service).
- Hands-on experience with functional, integration, and regression testing for SaaS/enterprise platforms.
- Familiarity with at least one major CRM/workflow platform: Salesforce, Pega, ServiceNow, Dynamics, Oracle, or SAP.
- Strong analytical and problem-solving skills with meticulous attention to detail.
- Ability to document test results, defects, and provide clear recommendations.
Nice To Haves
- ServiceNow certifications (CSA, CIS-CSM, CIS-FSM, CIS-Sales) or Salesforce/Pega equivalent certifications.
- Experience with test automation tools (ATF in ServiceNow, Selenium, JUnit, etc.).
- Familiarity with AI/GenAI testing approaches (validating chatbot workflows, AI predictions, explainability testing).
- Knowledge of compliance/regulatory testing (data privacy, audit, accessibility).
- Experience in telecom, financial services, insurance, or public sector industries
Responsibilities
- Test Strategy & Planning
- Define and maintain test plans, scripts, and acceptance criteria based on business requirements and user stories.
- Ensure test coverage across functional, integration, regression, performance, and AI agent workflows.
- Align test strategies with ServiceNow NowCreate methodology and Agile delivery practices.
- Execution & Quality Assurance
- Perform hands-on functional, integration, and regression testing of ServiceNow configurations and integrations (Salesforce, Pega, Dynamics, SAP, Oracle).
- Validate AI agent use cases (case deflection, guided selling, contract AI) for accuracy, explainability, and guardrails.
- Document defects clearly, track resolution, and retest fixes.
- Ensure delivered solutions meet customer expectations, compliance, and usability standards.
- Collaboration & Customer Support
- Partner with Business Process Consultants to ensure acceptance criteria reflect business outcomes.
- Support customer UAT planning and execution, facilitating defect triage and resolution.
- Provide feedback to Technical Consultants and Architects on solution quality and improvements.
- Assist in building automated test scripts where applicable.
- Continuous Improvement
- Capture lessons learned and contribute to test accelerators, reusable templates, and delivery playbooks.
- Promote a “quality-first” culture within the execution team, balancing speed and rigor
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
