UAT - Salesforce CRM Implementation

MSC Cruises•Fort Lauderdale, FL

About The Position

The Outbound User Acceptance Tester (UAT) will support the testing and validation of a new Salesforce (CRM) system being implemented as part of a larger digital transformation initiative. This contract role is responsible for creating and executing UAT test scripts, identifying defects, validating workflows, and ensuring the CRM solution meets end-user needs for the Outbound sales team. This role requires strong contact center operational knowledge, attention to detail, and the ability to work cross-functionally with IT, product, and business teams to ensure a successful CRM launch.

Requirements

3+ years of contact center experience supporting sales operations and/or customer service.
Prior exposure to contact center platforms and workflows (Salesforce, booking systems, case management, etc.).
Experience with structured testing processes (UAT execution, defect logging, test case validation).
Strong attention to detail and ability to follow test steps consistently.
Comfortable documenting findings, creating clear written summaries, and escalating risks.
Able to work in a fast-paced, deadline-driven project environment.
US Passport or US Permanent Resident

Nice To Haves

Previous experience testing Salesforce systems.
Experience in a digital transformation or large system migration project.
Familiarity with Agile delivery methods (sprints, standups, backlog grooming).
Experience in travel, hospitality, cruise, airline, or other complex service environments.

Responsibilities

Create detailed test cases, test scenarios, and test scripts based on project requirements and specifications. Ensuring the test cases cover all functional and non-functional aspects of the applications used by the Outbound department.
Execute UAT test cases (via manual testing) aligned to Outbound team workflows, including: Lead distribution associated with campaigns, voicemails, callbacks Lead ownership (PVC assignment) scenarios Lead management and scheduling callbacks Managing email interactions through secondary email address Activity tracking, dispositioning, and follow-up Notes, documentation, and interaction history Booking/service workflows System prompts, scripting, and wrap-up outcomes
Validate CRM workflow readiness across different user profiles and security permissions (roles).
Create and maintain test documentation, including test cases, test data, and test results to ensure accurate records are maintained.
Identify, document, and track defects, bugs, and inconsistencies using standardized defect templates/tools.
Provide clear reproduction steps, screenshots, examples, severity, and business impact for issues found.
Retest fixes and confirm closure of defects during regression cycles. Re-testing of previously tested functionality to verify no impacts after fixes/changes are made.
Collaborate with stakeholders, developers, and project managers to understand project requirements, features, and timelines.
Communicate testing findings clearly and professionally to both business and technical teams.
Participate in daily stand-up meetings to remain aligned with testing expectations.