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- PMTS Q3 Engineer - Service Cloud Job Category
Product and Technology
Job TitleSoftware Engineering
Job DescriptionService Cloud is a Salesforce platform for customer service and support management. The Service Cloud team builds technology to automate service processes, streamline workflows and store and intelligently mine knowledge articles with AI to support customers solve problems. The platform supports interaction with AI-powered chatbots to get accurate automated answers quickly. Service Cloud Voice is a recent innovation on the Service Cloud platform that unifies phone, digital channels and CRM data in real-time in one centralized console.
Describe the TeamThe Q3 Engineering team is a strong accomplished organization of quality experts that strongly believes in Quality and Innovation. We are passionate about Quality, tooling and engineering efficiency. We believe in being a trusted advisor to our engineering teams.
This is a great opportunity to work with some of the finest Q3s in Salesforce who have not only excelled in their role but have also developed tools like Bento, Q3Bot, ScratchBot, Taleggio, Anomaly Detection and many more that are used across Salesforce. As a Q3 engineer you will influence the design and drive our #1 value Trust across teams. You will need to have hands-on programing experience (Java, JS preferable) and knowledge on producing a good, concrete test plan/specification document.
Required Skills and ExperienceCandidates having a minimum of 15+ years of relevant technical experience.
Strong knowledge of system architecture, operating systems, databases and coding languages (preferably Java/J2EE, JavaScript)
The ability to work independently, as part of a team and within multiple teams.
The ability of defining the right quality assurance process for the organization
Experience with testing methodologies and automation technologies.
Define and influence a quality culture that enables both rapid transformation of ideas to requirements to products, and diligent and deliberate compliance to internal quality management system requirements in design and developing them.
Summary
Service Cloud is a Salesforce platform for customer service and support management. The Service Cloud team builds technology to automate service processes, streamline workflows and store and intelligently mine knowledge articles with AI to support customers solve problems. The platform supports interaction with AI-powered chatbots to get accurate automated answers quickly. Service Cloud Voice is a recent innovation on the Service Cloud platform that unifies phone, digital channels and CRM data in real-time in one centralized console.
The Q3 Engineering team is a strong accomplished organization of quality experts that strongly believes in Quality and Innovation. We are passionate about Quality, tooling and engineering efficiency. We believe in being a trusted advisor to our engineering teams.
This is a great opportunity to work with some of the finest Q3s in Salesforce who have not only excelled in their role but have also developed tools like Bento, Q3Bot, ScratchBot, Taleggio, Anomaly Detection and many more that are used across Salesforce. As a Q3 engineer you will influence the design and drive our #1 value Trust across teams. You will need to have hands-on programing experience (Java, JS preferable) and knowledge on producing a good, concrete test plan/specification document.
ResponsibilitiesA strong PMTS should be able to lead and coordinate the efforts of others to successfully deliver high quality products. Excel in one or more areas as demonstrated by strong technical ability, ability to implement sophisticated automation, or extensive knowledge of the Salesforce application.
Capable of owning complex or highly ambiguous features. Has a broader understanding of all functionality owned by their scrum teams.
Technical expert in quality concerns and validation techniques in an area of influence which spans multiple teams. Well versed in industry standard techniques used to ensure high quality software. Advises lower grade engineers on quality methodology, especially as directly applicable to their area of concern, which may include developing and presenting training programs and other forms of support. Drives change in SFDC quality tools and processes.
Is a strong voice for getting to done and for following the spirit of ADM/Scrum. Is successful at influencing teams to follow practices that contribute to high quality. May suggest improvements or participate in process improvements around quality aspects of ADM/Scrum.
Owns product area that may span multiple teams. Helps set direction for the owned area and guides work of LMTS and lower grades within the area. Coordinates closely with management to ensure that Q3 work is aligned with business priorities and that team skills and staffing adequately support the area. Represents product area to internal teams and possibly external groups.
Continues to deepen and widen their understanding of the application and is comfortable leveraging that knowledge to engage in beneficial discussion in open forums such as concept reviews, VAT discussions, and cross team discussions.
Develops strategic vision and organizes work for a focused technical area. Plans and leads projects for the team. May plan projects that extend over multiple releases. Provides guidance to LMTS and lower grades in planning and organizing work.
Encourages others to look at problems and processes in new ways. Identifies opportunities to increase efficiency, simplicity, and revenue. Approaches problems with curiosity and open-mindedness. Generates innovative ideas and solutions to problems.
Fosters an environment where people can draw on each other's strengths and experience to work together effectively, within and across teams. Appropriately involves others in decisions and plans that affect them. Provides honest, helpful feedback to others on their performance. Share their own experience and expertise with others.
Carefully monitors the accuracy and quality of work methods and outputs. Is committed to excellence. Seeks out and applies best practices. Probes and looks past symptoms to determine the underlying causes of problems and issues. Addresses problems with accuracy, speed and thoroughness.
Has developed deeper and broader knowledge of the platform and applications and exhibits deeper understanding in their thorough test strategies, test planning and test plan reviews
Identifies feature areas that need additional/enhanced testing and organizes test reviews to resolve issues. Uses deep and broad understanding of the Salesforce.com application to ensure thorough and rigorous testing of the E2E feature integration testing.
Vocal participation in design reviews, technical specification reviews, and test plan reviews with an eye for dependencies and corner cases and the ability to influence and contribute significantly to feature design.
Will keep informed of issues / risks impacting the feature deliverables and come up with triage plan
Strives to understand the technical implementation of their feature. Understands integration, security issues that affect their feature areas.
Adopt the use of github or version controls tools.
Have advanced programming (preferably Java, Java Script) / database knowledge and hands on experience. May participate in code reviews (along with a developer). Helps evolve current best practices. Can mentor LMTS level and below on their technical competencies.
Building automation frameworks, helps set standards for automation. Addresses automation deficiencies at cross-feature level. Helps stabilize problem feature areas with automation. May give workshops on best practices. Helps enforce best practices on their team. Able to mentor LMTS level and below on their automation competencies.
Sets and achieves goals around raising automation coverage for their scrum team. Identifies areas of automation that need improvement and works on improving them. Understands coding practices and is able to mentor others in improving the health of their test code. Generally able to mentor LMTS level and below on their automation competencies.
Ability to triage issues, react well to changes, work with teams and ability to multitask on multiple -products and projects
Excellent communication, collaboration, reporting, analytical and problem solving skills
Experience building test frameworks for creating applications on various platforms Strong sense of ownership, vitality, and drive
Resolve sophisticated technical issues and drive innovations that improve system availability, resilience, and performance
Create, maintain and share user documentation used by engineers and other team members
Provide mentorship to other team members and partner with other SMEs across the organization
Bachelor’s degree (or its foreign degree equivalent) in Computer Science, Engineering, or a related quantitative subject area
Proven leadership abilities in an engineering environment in driving operational excellence and standard processes
Proven ability to achieve stretch goals in a highly innovative and fast paced environment
Ability to meet Salesforce, customer and/or government security screening requirements are required for this role.
Salesforce Background Check: This position will be required to pass the Salesforce background check upon hire/transfer
Highly Desirable Skills
Automate, optimize and drive efficiency of effort, code, and process
Highly proficient in Java or a similar language
Understanding of Object Oriented Programming
Familiar with industry quality & usability practices
Proficient in scripting functional/UI automation tests using Selenium Webdriver & Java
Familiar with Jenkins orchestration
Helpful Experience with open source test tools UI and/or API automation testing including working experience with unit test automation frameworks
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