Salesforce & Telephony System Adminsitrator

Job Description

Here at Lower, we believe home ownership is the key to building wealth, and we’re making it easier and more accessible than ever. As a mission‑driven fintech, we simplify the home‑buying process through cutting‑edge technology and a seamless customer experience. With tens of billions in funded home loans and top ratings on Trustpilot (4.8), Google (4.9), and Zillow (4.9), we’re a leader in the industry.

Our people drive our success; join us to be part of something bigger.

Lower’s Direct‑to‑Consumer (DTC) team brings home ownership directly to customers – connecting motivated buyers and homeowners with loan officers through a high‑velocity, technology‑driven sales experience. This team runs on speed, data, and seamless technology.

• 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, 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 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 Engineering, 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.

• Extended benefit offerings including medical/dental/vision
• Parental leave
• Life insurance
• Short‑ and long‑term disability
• Paid holidays and paid time off
• 401(k) with company match
• Discount on home mortgage refinances or purchase