Salesforce Functional Test Manager OR Senior Functional Tester with Salesforce Service Cloud (IVR & Contact Center) - Remote + Travel

WHO WE ARE:
Founded in 2007, DTI (Diversified Technology, Inc.) is a successful African American owned IT Consulting/Staffing firm based in Chicago''s Loop.

WHAT WE DO:
We focus on providing delivery, staffing, and supported services such as enterprise integration/implementations including, but not limited to, CRM, EAM, ERP, PMO, and QA. We service clients in SLED (state/local gov''t & education), financial services, fortune, public utility, as well as regularly partnering with Big 4 SI partners.

Functional Test Manager / Senior Functional Tester – Salesforce Service Cloud (IVR & Contact Center)
Enterprise Customer Experience (XD) Transformation Program
Location: Near Tampa, Florida (Hybrid)
Duration: 6+ Month Contract (Potential Extension)

Position Overview
Our client, a large regulated public utility, is seeking an experienced Functional Test Manager / Senior Functional Tester with expertise in Salesforce Service Cloud, IVR, and Contact Center operations to support the Salesforce workstream of a major enterprise-wide Customer Experience (XD) Transformation Program.
This enterprise transformation modernizes the utility''s customer technology ecosystem, leveraging SAP RISE as the billing platform, Salesforce for customer service and field operations, and AWS as the enterprise integration layer.
This role is dedicated to the Salesforce Service Cloud workstream and will focus on validating customer-facing business processes, Contact Center operations, IVR functionality, and Salesforce Service Cloud capabilities while ensuring seamless integration with enterprise systems.
The ideal candidate will have hands-on experience testing Salesforce Service Cloud solutions within IVR and Contact Center environments, along with a strong background in functional testing, customer service workflows, and end-to-end customer journey validation.

Key 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.

Required Qualifications
Mandatory

• 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.

Preferred Qualifications

• 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.

Desired Experience

• Salesforce Service Cloud
• Contact Center Transformation
• IVR Modernization
• Customer Service Operations
• SAP RISE
• SAP S/4HANA
• AWS Cloud Integrations
• Utility Customer Experience (XD)
• Meter-to-Cash
• Billing Modernization
• Omnichannel Customer Engagement

Please click on the link below for our company benefits


DTI is an Equal Opportunity Employer. We do not discriminate based on race, color, religion, sex, gender identity, sexual orientation, national origin, ancestry, age, disability, marital status, veteran status, or any other protected characteristic under Illinois state or federal law. All qualified applicants are encouraged to apply, and employment decisions are based solely on merit, qualifications, and business needs.