Salesforce Administrator & CX Systems Specialist

About the role

We are looking for a hands‑on Salesforce Administrator & CX Systems Specialist to own and optimise the customer support technology stack for a fast‑growing fintech and cryptocurrency platform. The role is fully remote and combines Salesforce Service Cloud administration with the management of telephony and contact‑center solutions.

Key responsibilities

• Configure and maintain Salesforce Service Cloud objects, fields, page layouts, flows, validation rules and permissions.
• Troubleshoot user issues, perform routine data hygiene and ensure CRM data quality.
• Support and monitor integrations between Salesforce and other support tools, evaluate new Salesforce releases.
• Define and execute the roadmap for the telephony and contact‑center platform, including CTI integration, call routing and IVR.
• Manage vendor relationships and coordinate telephony roll‑outs with minimal disruption.
• Build and maintain dashboards on support volume, response times, resolution rates and CSAT, delivering regular reports to leadership.
• Analyse support data to identify trends and flag operational issues.

Required profile

• Minimum 2 years of hands‑on Salesforce administration experience, preferably with Service Cloud.
• Experience with a contact‑center or telephony platform (Amazon Connect, Five9, Twilio Flex, NICE, Genesys).
• Strong cross‑functional communication skills and ability to manage multiple workstreams.
• Currently residing in LATAM or Europe.
• Detail‑oriented and comfortable turning raw data into actionable insights.

Required skills

• Salesforce Service Cloud administration
• Contact‑center platforms: Amazon Connect, Five9, Twilio Flex, NICE, Genesys
• CTI integration, call routing, IVR configuration
• Salesforce reporting and dashboard creation (or similar BI tools)
• Data hygiene and integration support

What we offer

• Competitive salary paid in USD, monthly.
• Performance‑based incentives.
• 100 % remote work with flexible hours.
• Opportunity to work in a high‑growth fintech and cryptocurrency environment.