Who you are

• 3–5+ years of software testing or QA experience in CRM/CSM/ERP implementations
• Strong understanding of CRM processes (sales, order management, CPQ/CLM, customer service, field service)
• Hands-on experience with functional, integration, and regression testing for SaaS/enterprise platforms
• Familiarity with at least one major CRM/workflow platform: Salesforce, Pega, ServiceNow, Dynamics, Oracle, or SAP
• Strong analytical and problem-solving skills with meticulous attention to detail
• Ability to document test results, defects, and provide clear recommendations
• ServiceNow certifications (CSA, CIS-CSM, CIS-FSM, CIS-Sales) or Salesforce/Pega equivalent certifications
• Experience with test automation tools (ATF in ServiceNow, Selenium, JUnit, etc.)
• Familiarity with AI/GenAI testing approaches (validating chatbot workflows, AI predictions, explainability testing)
• Knowledge of compliance/regulatory testing (data privacy, audit, accessibility)
• Experience in telecom, financial services, insurance, or public sector industries

What the job involves

• We are seeking a Quality Assurance (QA) Consultant to join the CRM & Industry Workflows Team. In this role, you will ensure that our AI-powered, end-to-end solutions meet the highest standards of quality, reliability, and business value
• You will design and execute test strategies across lead-to-cash, CPQ, sales & order management, customer service, field service, and AI agent workflows, working closely with Technical Consultants, Business Process Consultants, and Project Managers. This role combines hands-on test execution with advisory and collaboration skills, supporting both internal development and customer UAT
• Test Strategy & Planning
• Define and maintain test plans, scripts, and acceptance criteria based on business requirements and user stories
• Ensure test coverage across functional, integration, regression, performance, and AI agent workflows
• Align test strategies with ServiceNow NowCreate methodology and Agile delivery practices
• Execution & Quality Assurance
• Perform hands-on functional, integration, and regression testing of ServiceNow configurations and integrations (Salesforce, Pega, Dynamics, SAP, Oracle)
• Validate AI agent use cases (case deflection, guided selling, contract AI) for accuracy, explainability, and guardrails
• Document defects clearly, track resolution, and retest fixes
• Ensure delivered solutions meet customer expectations, compliance, and usability standards
• Collaboration & Customer Support
• Partner with Business Process Consultants to ensure acceptance criteria reflect business outcomes
• Support customer UAT planning and execution, facilitating defect triage and resolution
• Provide feedback to Technical Consultants and Architects on solution quality and improvements
• Assist in building automated test scripts where applicable
• Continuous Improvement
• Capture lessons learned and contribute to test accelerators, reusable templates, and delivery playbooks
• Promote a “quality-first” culture within the execution team, balancing speed and rigor

Benefits

• Commuter benefits
• Annual learning stipends
• Work from home opportunities
• Generous family leave
• Matched donations
• Flexible PTO
• 401(k) matching
• Paid volunteer time