Salesforce, Telephony System Administrator

Responsibilities

• Serve as a dedicated Salesforce administrator for Lower DTC, owning Sales Cloud and Service Cloud configuration, user management, profiles, permission sets, roles, and security.
• Build and maintain flows, validation rules, page layouts, record types, custom objects, and fields that support a high‑velocity DTC sales and service environment.
• Own data quality, deduplication, imports, and ongoing hygiene to ensure Salesforce is a reliable source of truth across teams.
• Deliver real‑time visibility into pipeline, contact center performance, and funnel health for sales leaders and ops.
• Serve as a primary administrator for our dialer platform: managing configuration, user setup, call routing, disposition mapping, and performance optimization.
• Play an active role in evaluating and potentially migrating to new telephony platforms.
• Maintain and optimize the bi‑directional integration between our dialer and Salesforce.
• Partner in the evaluation, selection, and onboarding of an AI‑powered inbound and outbound dialer platform.
• Proactively identify dialer configuration opportunities that improve connect rates, rep efficiency, and compliance posture.
• Shared accountability in the administration and health of all technology integrated with the CRM.

• 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.
• 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 in mortgage, lending, or fintech is a plus, but not required.