Salesforce & Telephony System Adminsitrator

Job Description Here at Lower, we believe homeownership 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 homeownership 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. 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, 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 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 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. 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 401(k) with company match Discount on home mortgage refinances or purchase 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. 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. EEO Statement Lower provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. #J-18808-Ljbffr