Salesforce & Telephony Systems Administrator

Job Description

Work Location: Hybrid with weekly in office requirements from either our Columbus, OH (preferred) or Austin, TX offices.

Work Type: Full-time W2 employment. Visa sponsorship is not available for this position at this time.

• 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, owning requirements documentation, implementation, timeline, 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…