Software Testing Manager

Position Summary

M&S Consulting is seeking a Software Testing Manager to lead the platform and AI testing program for our clients Blanket Purchase Agreement, where M&S teams as the Salesforce and Agentforce delivery partner under the prime contractor. This role owns the end-to-end quality and testing strategy for the automated contact center solution on Salesforce, including functional, integration, regression, performance, and user acceptance testing, and directs the Agentforce / AI evaluation program aligned to PWS 5.13.2.6. The Software Testing Manager manages the software testers, owns the quality gates in the release pipeline, and coordinates the test workstream with the Senior Software Developer / Manager and the cross-functional testing team. This is a fully dedicated position reporting into the M&S software delivery scope.

Key Responsibilities

• Own and manage the software and AI testing program for the Salesforce and Agentforce contact center solution, spanning functional, integration, regression, performance, security, and user acceptance testing.
• Establish and run the Agentforce / AI evaluation program aligned to PWS 5.13.2.6, including versioned test cases, complete transcripts and scoring logic, an evaluation harness and framework, LLM-as-a-Judge grading, regression evals, benchmarking against gold-standard CRM datasets, human-in-the-loop calibration, faithfulness checks, and red teaming / adversarial testing.
• Support the QA Improvement Program and service monitoring and calibration processes, developing quality criteria and a quality-monitoring tool that assess accuracy, completeness, timeliness, and consistency, subject to clients approval.
• Define and enforce quality gates within the release pipeline, ensuring no change reaches the clients platform without the required test evidence and clients certification-level pre-approval.
• Lead, mentor, and assign coverage to software testers; review test artifacts, defects, and traceability; and enforce test standards, documentation, and reporting.
• Coordinate with IT, Content, Operations, Quality, and Training stakeholders and with the prime contractor to drive continuous AI improvement across all client channels.
• Maintain test plans, defect tracking, and requirement traceability to the PWS, and report test and quality metrics to M&S and Government stakeholders.
• Ensure test and release evidence supports NIST SP 800-53, FISMA, and FedRAMP Moderate-aligned delivery, including regression and security testing.

Required Qualifications (Mandatory)

• Minimum of five years of software quality assurance and testing experience, including experience leading testers or a test workstream.
• Hands-on experience testing enterprise Salesforce applications and/or evaluating AI / large language model outputs.
• Salesforce Certified Agentforce Specialist, current and in good standing, to support the AI evaluation and testing scope.
• At least one additional Salesforce credential (Administrator or higher, or a Salesforce Platform Developer credential).
• Certification level pre-approval ability to have any Salesforce or Agentforce certification level submitted to and approved by the client before performing any coding or configuration on the platform.
• Bachelor of Arts or Bachelor of Science degree, or equivalent relevant experience. Fields of information systems, business administration, or computer science are preferred.
• Public Trust Low Risk suitability, or the ability to begin and complete the Public Trust Low Risk suitability process at award.

Preferred Qualifications

• Salesforce Certified Platform Developer I or II.
• Experience defining and operating an AI evaluation practice: versioned test cases, regression evaluation, faithfulness and accuracy checks, LLM-as-a-Judge grading, and red teaming.
• Service Cloud and case management testing at contact center scale, including Service Cloud Voice, Open CTI, and Genesys Cloud CX.
• Test automation and CI/CD quality gates on Salesforce DX, Git, and Copado, with configuration and release management discipline.
• Reporting and dashboard development for quality, service performance, and operational metrics.
• Federal delivery aligned to NIST SP 800-53, FISMA, and FedRAMP Moderate.
• Additional Salesforce credentials such as Data Cloud, Service Cloud Consultant, or an Architect credential.

Engagement Details

• Dedication fully dedicated to the client engagement.
• Role designation software delivery support staff; not a PWS-named Key Personnel position.
• Reporting leads the test workstream for M&S scope, coordinating with the Senior Software Developer / Manager and the prime contractor delivery and program management team.
• Employer M&S Consulting.