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Salesforce & Telephony Systems Administrator
Lower Llc
AustinHybrid2w ago
- Employment
- Full-time
About the role
- Platform ownership: Serve as a dedicated Salesforce administrator for Lower DTC, owning Sales Cloud and Service Cloud configuration, user management, profiles, permission sets, roles, and security.
- Configuration & customization: Build and maintain flows, validation rules, page layouts, record types, custom objects, and fields that support a high-velocity DTC sales and service environment.
- Data management: Own data quality, deduplication, imports, and ongoing hygiene to ensure Salesforce is a reliable source of truth across teams.
- Reporting & dashboards: Deliver real-time visibility into pipeline, contact center performance, and funnel health for sales leaders and ops.
- Dialer ownership: Serve as a primary administrator for our dialer platform: managing configuration, user setup, call routing, disposition mapping, and performance optimization.
- Platform evaluation: Play an active role in evaluating and potentially migrating to new telephony platforms to new telephony platforms, owning requirements documentation, implementation, timeline, training, testing, and rollout.
- Integration management: Maintain and optimize the bi-directional integration between our dialer and Salesforce, ensuring clean data flow, accurate call logging, and minimal friction for sales reps.
- AI Dialer strategy: Partner in the evaluation, selection, and onboarding of an AI-powered inbound and outbound dialer platform, contributing to requirements definition, vendor assessment, and implementation alongside key stakeholders.
- Performance tuning: Proactively identify dialer configuration opportunities that improve connect rates, rep efficiency, and compliance posture. Emphasis on enhancing lead-to-opportunity rates across contact center.
- Integrated tech stack: Shared accountability in the administration and health of all technology integrated with the CRM - dialers, marketing tools, Loan Origination System (LOS) connectors, and any adjacent platforms.
- Expansion mindset: Evaluate new tools with an eye toward how they plug into the ecosystem. You don't just adopt technology, you architect how it fits in our future ideal state.
- Vendor management: Serve as the internal point of contact for telephony and CRM vendors, managing support escalations and roadmap conversations.
- Documentation: Maintain clear, current documentation across all systems so institutional knowledge scales beyond any one person.
- Stakeholder partnership: Translate asks from sales leaders, ops managers, and marketing into scalable solutions. Push back when a request creates downstream complexity while still providing value-add options.
- Process improvement: Self-direct improvements without waiting for a ticket. If you see something inefficient, you own fixing it.
- Cross-functional collaboration: Partner with Eng, Marketing, and Product to ensure the full customer journey from first contact to funded loan is supported by well-integrated, high-performing technology.
- User enablement: Train new users, document workflows, and serve as the internal expert across all owned platforms.
- 4+ years of hands-on Salesforce administration experience, with demonstrated depth in Sales Cloud/Service Cloud.
- Salesforce Administrator certification highly encouraged. Advanced Admin, Platform App Builder, or Service Cloud Consultant certifications are strong differentiators.
- Meaningful hands-on experience administering a DTC dialer and call center platform - Conquer, Five9, NICE CXone, Genesys, or similar.
- Strong understanding of telephony concepts: call routing, IVR logic, SIP/VoIP fundamentals, compliance considerations (TCPA), and dialer-to-CRM data mapping.
- Experience managing or participating in a telephony platform migration is a significant plus.
- Strong command of Flow Builder; Apex or SOQL exposure is a meaningful differentiator.
- Self-directed and systems-minded. You proactively identify problems, document what you own, and iterate without being asked. Constantly seek out areas of opportunity.
- Clear communicator who can translate technical tradeoffs to non-technical stakeholders.
- Comfort working alongside AI tools and an interest in how AI can enhance CRM administration, workflow automation, and operational efficiency. Experience with AI-assisted platforms or a willingness to learn and integrate emerging tools into daily administration is a plus.
- Experience in mortgage, lending, or fintech is a plus, but not required.
- Extended benefit offerings including medical/dental/vision, parental leave, life insurance, short- and long-term disability
- Paid holidays and paid time off
- 401K with company match
- Discount on home mortgage refinances or purchase
Perks & benefits
- 401k
- Paid Time Off
- Pension Matching
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