CX Platform Lead: Salesforce & Telephony Mastery

CoinFlip Preferred LLC; Chicago (IL); On-site; MXN 593,471 - 802,932; Full time

Job summary

CoinFlip is seeking a CX Platform Manager to own the systems powering our customer support operations. You will hands-on administer Salesforce Service Cloud, manage telephony/CTI integrations, and drive reporting and dashboards to inform leadership.

You will collaborate with support, ops, and product teams to optimize the CX tech stack, implement roadmap items with minimal disruption, and scale our contact-center capabilities worldwide.

Qualifications

• 2+ years of hands-on Salesforce administration experience (Service Cloud preferred).
• Experience with a contact center/telephony platform (e.g., Amazon Connect, Five9, Twilio Flex, NICE, Genesys) - configuration or roadmap ownership.
• Comfort building reports and dashboards in Salesforce (or similar BI tools).
• Strong communication skills; able to work cross-functionally with support, ops, and leadership.
• Detail-oriented and comfortable owning multiple workstreams at once.

Responsibilities

• Own and maintain the roadmap for our telephone/contact center platform (e.g., CTI integration, call routing, IVR).
• Partner with support leadership to identify gaps and prioritize platform improvements.
• Manage vendor relationships and evaluate new tools as needed.
• Coordinate rollout of new telephony features or integrations with minimal disruption to support operations.

Skills

Salesforce administration

Contact center/telephony

Reporting and dashboards

Strong communication

Detail-oriented

Education

Salesforce Administrator certification

Tools

Salesforce Service Cloud

BI tools

Job description

CoinFlip is seeking a CX Platform Manager to own the systems powering our customer support operations. You will hands-on administer Salesforce Service Cloud, manage telephony/CTI integrations, and drive reporting and dashboards to inform leadership.

You will collaborate with support, ops, and product teams to optimize the CX tech stack, implement roadmap items with minimal disruption, and scale our contact-center capabilities worldwide.