Salesforce & Telephony System Adminsitrator

Lower’s Direct-to-Consumer (DTC) team is how we bring homeownership directly to customers - connecting motivated buyers and homeowners with loan officers through a high-velocity, technology-driven sales experience. Our team runs on speed, data, and seamless technology. As our Salesforce & Telephony Systems Administrator, you’ll be a key expert in the full stack of tools that power how our sales and operations teams connect with customers every day - from CRM configuration; to dialer management; to every integration in between. 

This role balances keeping critical systems running reliably with building toward what’s next. You'll be the person who sees technical gaps & opportunities first, builds toward what's next, and holds the standard for how our revenue technology performs. If you thrive at the intersection of Salesforce administration, contact center technology, and continuous improvement, this is the seat for you. 

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.  

What you'll do: 

Salesforce Administration 

• 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. 

Telephony & Dialer Administration 

• 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.  

Systems Integration & Technology Ownership 

• 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. 

Collaboration & Continuous Improvement 

• 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. 

Who you are: 

• 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. 

What you'll get: 

• 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