Senior Analyst - Salesforce Automation

CREATIVITY IS OUR SUPERPOWER. It’s our heritage and it’s also our future. Because we don’t just make toys. We create innovative products and experiences that inspire fans, entertain audiences and develop children through play. Mattel is at its best when every member of our team feels respected, included, and heard—when everyone can show up as themselves and do their best work every day. We value and share an infinite range of ideas and voices that evolve and broaden our perspectives with a reach that extends into all our brands, partners, and suppliers.

Job Description The Functional and Automation Tester – Salesforce Service Cloud is responsible for designing, developing, and maintaining automated testing solutions supporting Consumer Services and Customer Support applications built on Salesforce Service Cloud. This role blends software engineering and quality engineering practices to ensure scalable, secure, and high-performing CRM, case management, and omni-channel support solutions, including integrations with CXone contact center platforms, CTI systems, Agentforce AI agents, eCommerce platforms, and Supply Chain Management systems.

Design and implement scalable automation frameworks for Salesforce UI (Lightning), APIs, and integrations. Develop automated test coverage for Case Management, Omni-Channel Routing, Knowledge, Entitlements, CTI integrations, Agentforce AI agents, and Service Console workflows. Develop and execute integration and end-to-end tests for Salesforce CTI implementations including CXone / NICE CXone telephony integrations. Validate Agentforce AI agent workflows, routing logic, conversation flows, and automated case assistance features. Automate validation for Apex classes, Lightning Web Components (LWC), Flows, Triggers, and custom objects. Validate integrations with ERP, Order Management, CXone Contact Center, Telephony/CTI platforms, Middleware, and Customer Portals. Build CI/CD-integrated automation pipelines using Salesforce DX and deployment tools. Perform API automation testing for REST and SOAP services. Develop reusable test utilities, mocks, and test data management solutions. Execute regression, integration, and end-to-end testing across customer support workflows including AI-assisted support and telephony interactions. Partner with Salesforce developers and admins to ensure code quality and testability standards. Drive shift-left and continuous quality engineering practices within Agile teams.

Bachelor’s degree in Computer Science, Engineering, or related discipline. 5+ years of experience in automation testing and software quality engineering. Hands-on experience with Salesforce Service Cloud implementations. Strong programming skills in Java, JavaScript, or Python. Experience with automation tools such as Selenium, Cypress, Playwright, or similar. Experience testing REST/SOAP APIs and middleware integrations. Strong understanding of Salesforce data model, profiles, permission sets, and security controls. Experience with CI/CD tools (Azure DevOps, Jenkins, GitHub Actions). Experience working in Agile/Scrum delivery models.

Salesforce Certified Administrator or Platform Developer certification. Experience with Salesforce DX, scratch orgs, and automated deployment strategies. Experience with performance and load testing tools (JMeter, Gatling). Experience supporting global contact center operations using CXone, NICE, or similar CCaaS platforms. Experience testing Salesforce CTI integrations and telephony workflows. Experience validating Salesforce Agentforce AI agents and conversational support automation. Knowledge of test data management and service virtualization practices. Experience in database (DB) testing including SQL-based backend validation and data