Software Engineering Architect/PMTS-SDET
Salesforce · Posted Oct 8
Customer relationship management, cloud computing, enterprise software, and artificial intelligence solutions
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About the role
Salesforce Service Cloud's quality engineering group builds test automation frameworks and AI-powered quality tools for enterprise products spanning ITSM, Agentforce Contact Center (AFCC), Customer Service Platform, CMDB, voice, and messaging channels. The team works at the intersection of AI innovation and quality engineering, applying LLM integration and AI-driven approaches to transform how product quality is ensured across the portfolio. This architect role designs scalable test frameworks, prototypes AI-powered testing tools, reviews high-level designs, drives cross-team framework standards, and mentors engineers across Service Cloud.
What you will do
- Design and architect next-generation test automation frameworks and quality tools across ITSM, AFCC, CMDB, Messaging, Voice, and CSP products
- Work collaboratively with other architects to evaluate design trade-offs, identify corner cases, and solve complex technical challenges spanning multiple Service Cloud products
- Drive technical decisions on framework evolution, tool standardization, and platform integrations that serve diverse product needs
- Create architectural blueprints and technical roadmaps for quality infrastructure that scales across Service Cloud's product portfolio
- Architect and implement LLM-powered testing solutions (e.g., intelligent test generation for contact center workflows, natural language test authoring for ITSM scenarios, predictive quality analytics)
- Design AI-driven tools for test optimization, defect prediction, and automated root cause analysis across complex multi-product scenarios
- Integrate AI assistants (Claude, Gemini, etc.) into testing workflows and developer tooling for Service Cloud engineers
- Explore and prototype emerging AI technologies to enhance test coverage and efficiency across ITSM, AFCC, CMDB, and related products
- Partner with engineering teams across ITSM, Agentforce Contact Center, AITS/CMDB, and CSP to establish best practices for test automation and quality engineering
- Review High-Level Design (HLD) documents and test strategies for features spanning case management, routing, agent workspace, CMDB discovery, messaging, and voice channels
- Mentor and guide engineers on framework design patterns, AI tool development, and quality best practices tailored to Service Cloud product complexity
- Translate customer adoption issues and production incidents into proactive testing improvements - learning from real-world ITSM, contact center, and CMDB deployment patterns
- Work with product, platform, and infrastructure teams across Service Cloud to ensure quality is built in from the start
- Drive adoption of frameworks and tools across multiple Service Cloud teams supporting diverse products
- Influence technical direction and standards for testing across the Service Cloud organization
Skills used in this role
What the employer is looking for
- 18+ years of software engineering experience
- 5+ years architecting and designing frameworks and tools
- 3+ years of hands-on experience with AI-driven approaches, LLM integration, and AI-based tooling
- Deep expertise in designing scalable, maintainable test frameworks for complex enterprise systems
- Strong programming skills in languages such as Java, Python, JavaScript, or similar
- Proven track record of driving technical decisions and influencing engineering organizations
- Experience reviewing and contributing to architectural design documents (HLDs, LLDs)
- Strong analytical and problem-solving skills with attention to corner cases and edge conditions
- Excellent communication skills with ability to articulate complex technical concepts clearly
Preferred qualifications
- Experience with Salesforce platform (Lightning Web Components, Apex, SOQL, platform architecture)
- Familiarity with CRM testing frameworks
- Experience with AI/ML frameworks (like OpenAI/Anthropic APIs)
- Background in building developer tooling and automation platforms
- Experience in SaaS/cloud-based product development and multi-tenant architectures
- Knowledge of CI/CD pipelines, test orchestration, and infrastructure as code
- Experience working in agile/scrum environments at scale
- Domain knowledge in ITSM, contact center operations, CMDB/asset management, or HR and customer service platforms
Benefits and support
- Compensation and benefits are detailed in the job posting
About Salesforce
Salesforce, Inc. is a leading global cloud-based enterprise software company specializing in customer relationship management (CRM) and artificial intelligence solutions. Through its integrated Customer 360 platform, the company provides applications for sales, customer service, marketing automation, e-commerce, and analytics. Powered by innovations like Agentforce, Salesforce helps businesses bridge human capability with autonomous AI agents to drive customer success.
- Industry
- Cloud Computing
- Company size
- 87000+ employees
- Founded
- 1999
- Location
- San Francisco, California, USA
- Funding stage
- Public Company
Funding
Public Company · $25B raised
- 2026-03Post-IPO Debt$25B
- 2003-01Venture Round$1M
- 2001-06Series D$46.9M
- 1999-11Series C$13.2M
- 1999-06Series B$3.8M
Leadership
Chair, Chief Executive Officer & Co-Founder
President & Chief Operating and Financial Officer
Co-Founder & Chief Technology Officer, Slack
President & Chief Strategy Officer
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