About Allegiance Gold
Allegiance Gold is a national precious-metals firm helping clients learn about physical gold, silver and other precious metals as part of a broader retirement and wealth-diversification strategy.
Our sales organization operates in a fast-paced inbound and outbound environment using Salesforce as our customer relationship management platform and Five9 as our contact-center and communications platform.
We are seeking a hands-on Salesforce & Five9 Revenue Operations Manager to own, optimize and continuously improve the systems that support our sales organization.
This is not a basic Salesforce administration or IT support role. It is a sales-performance infrastructure role for someone who understands how CRM architecture, lead routing, contact-center strategy, sales workflows, reporting, compliance controls and representative behavior work together.
The Opportunity
Our sales team depends heavily on Salesforce and Five9 to manage new inquiries, outbound campaigns, scheduled callbacks, follow-up activity, lead transfers, opportunities and client communications.
The person in this role will take ownership of the entire Salesforce and Five9 operating environment.
You will be expected to evaluate the current system, identify weaknesses, improve what is not working and build a cleaner, more scalable and accountable sales operation.
Your work should help Allegiance Gold achieve:
· Faster speed-to-lead
· Higher pickup and contact rates
· More accurate lead routing
· Better scheduled-callback management
· Fewer wasted calls
· Greater sales-representative productivity
· Better transfer quality between openers and closers
· Cleaner Salesforce data
· More reliable management reporting
· Fewer system-related complaints
· Greater visibility into revenue performance
Core Operating Principle
Salesforce should serve as the central source of truth for:
· Lead ownership
· Lead status
· Lead priority
· Lead source
· Campaign eligibility
· Follow-up timing
· Scheduled callbacks
· Sales-representative assignments
· Opportunity ownership
· Do Not Call and communication restrictions
· Reporting and accountability
Five9 should execute the contact-center strategy through:
· Inbound and outbound calling
· Call routing
· Campaign management
· Dialing
· Agent availability
· Call recording
· Voicemail
· Call dispositions
· Call logging
· Screen pops
· Contact-center reporting
The successful candidate will ensure that Salesforce and Five9 operate as one coordinated sales system rather than two disconnected platforms.
Key ResponsibilitiesSalesforce Administration and Optimization
· Own the daily administration, configuration and optimization of Salesforce Sales Cloud.
· Manage users, roles, profiles, permission sets, queues, sharing rules and data-access controls.
· Create and maintain custom fields, objects, record types, page layouts and Lightning record pages.
· Build and maintain Salesforce Flows, validation rules, assignment rules and workflow automations.
· Standardize lead, contact, account and opportunity processes.
· Improve lead ownership, reassignment, recycling and protection rules.
· Build priority-based workflows for fresh leads, warm leads, callbacks, nurture leads and aged leads.
· Create automated next actions based on lead status and call outcome.
· Reduce duplicate data, unnecessary manual entry and avoidable representative clicks.
· Maintain accurate system documentation, process maps and field-mapping documentation.
· Manage sandbox testing, user-acceptance testing and production deployments.
Five9 Administration and Dialer Strategy
· Administer and optimize Five9 campaigns, dial lists, skills, queues, routing rules, dispositions and agent permissions.
· Evaluate and configure the appropriate dialing strategies, including predictive, power, progressive, preview and manual dialing.
· Create different dialing strategies based on lead source, lead age, status, owner, priority and attempt count.
· Audit campaign pacing, agent availability, call routing and list segmentation.
· Improve inbound routing, outbound dialing, scheduled callbacks and hot-lead handling.
· Protect qualified leads, active opportunities and future callbacks from inappropriate automated dialing.
· Monitor and troubleshoot call-quality, connection and campaign-performance issues.
· Review caller-ID presentation, number reputation, CNAM, local presence and STIR/SHAKEN configuration.
· Work with Five9 and applicable vendors to resolve platform and telephony issues.
Salesforce and Five9 Integration
· Own and maintain the integration between Salesforce and Five9.
· Configure and troubleshoot the Five9 Adapter for Salesforce.
· Manage Five9 List Sync Plus or comparable synchronization functionality.
· Maintain accurate bidirectional field mappings.
· Configure screen pops, click-to-dial, activity logging and call-recording references.
· Ensure that Five9 dispositions accurately update Salesforce records.
· Ensure call outcomes create the appropriate task, status, field update or follow-up action.
· Diagnose missing call logs, duplicate activities, synchronization failures and inaccurate campaign membership.
· Build a daily reconciliation process between Salesforce and Five9.
· Ensure representatives can complete the majority of their work from a clear, consolidated Salesforce interface.
Lead Routing and Sales Workflow Management
· Audit and improve lead assignment, routing, queue management and ownership logic.
· Build speed-to-lead workflows for new inbound inquiries.
· Automatically prioritize fresh and highly engaged leads.
· Create clear rules for opener and closer ownership.
· Build reliable processes for scheduled callbacks, follow-ups and lead transfers.
· Ensure fresh leads interrupt lower-priority aged-database dialing when appropriate.
· Prevent leads from sitting without an owner, disposition or next action.
· Develop structured lead-recycling and nurture processes.
· Build source-specific and campaign-specific sales workflows.
· Support duplicate detection, phone validation, time-zone routing and consent controls.
Opener-to-Closer Transfer Workflow
Allegiance Gold uses a sales structure in which initial representatives may qualify and transfer leads to senior representatives.
The successful candidate will improve this process by:
· Building structured qualification and transfer fields
· Creating clearer opener and closer queues
· Automating opportunity and ownership changes
· Providing closers with accurate screen-pop information
· Tracking transfer quality and transfer outcomes
· Reducing qualified leads that are delayed or lost during the transfer process
· Reporting on transfer rates by representative and lead source
The goal is not simply to transfer calls. The system should transfer relevant client context, motivation, history and momentum.
Reporting and Revenue Visibility
Build and maintain dashboards for executives, managers, openers, closers and marketing personnel.
Reporting should include:
· New leads received
· Average speed-to-lead
· Leads not contacted within the required time
· Pickup rate
· Contact rate
· Conversation rate
· Call attempts
· Talk time
· Scheduled callbacks
· Missed callbacks
· Leads without a next action
· Qualified-transfer rate
· Appointment rate
· Opportunity-conversion rate
· Revenue by representative
· Revenue by lead source
· Gross profit by lead source
· Lead age at first contact
· Disposition accuracy
· Lead-source performance
· Representative productivity
· Calls missing from Salesforce
· Salesforce and Five9 data discrepancies
The person in this position should not simply produce reports. You should be able to explain what the data means, identify the underlying issue and recommend a practical solution.
Compliance and Data Governance
· Maintain reliable Do Not Call and communication-preference controls.
· Ensure bad numbers, wrong numbers and restricted records are removed from active dialing campaigns.
· Support consent and opt-in tracking.
· Prevent active clients, qualified opportunities and protected callbacks from entering inappropriate campaigns.
· Maintain appropriate access controls and protect confidential client information.
· Support call-recording retrieval and system audits.
· Work with leadership and compliance personnel to translate approved requirements into enforceable system rules.
· Maintain accurate records of system changes and automation logic.
Training and Adoption
· Serve as Allegiance Gold’s internal Salesforce and Five9 subject-matter expert.
· Train representatives and managers on proper system usage.
· Create clear training materials, process maps and standard operating procedures.
· Improve discipline around lead statuses, dispositions, callbacks and next actions.
· Diagnose whether an issue is caused by system configuration, data quality, representative behavior, lead quality or vendor performance.
· Work directly with executives, managers, sales representatives and outside vendors.
· Promote one consistent operating process across the sales organization.
Required Qualifications
· At least four years of hands-on Salesforce administration experience.
· At least two years of hands-on Five9 administration, implementation or consulting experience.
· Experience managing a Salesforce and Five9 integration.
· Experience supporting a high-volume inbound or outbound sales environment.
· Strong experience with Salesforce Sales Cloud and Lightning Experience.
· Advanced experience with Salesforce Flow, reports, dashboards, assignment rules and automation.
· Experience configuring Five9 campaigns, lists, skills, queues, dispositions and routing.
· Strong understanding of outbound dialer campaigns and dialing strategies.
· Experience with lead routing, queue management, ownership rules and lead prioritization.
· Experience troubleshooting CRM and contact-center synchronization issues.
· Experience with click-to-dial, screen pops, activity logging and call disposition mapping.
· Strong understanding of sales workflows and sales-representative behavior.
· Ability to convert business problems into practical system solutions.
· Strong analytical, troubleshooting, documentation and project-management skills.
· Ability to train technical and nontechnical users.
· Ability to work on-site in Calabasas, California.
Strongly Preferred Qualifications
· Salesforce Certified Administrator certification.
· Salesforce Advanced Administrator, Platform App Builder or Sales Cloud Consultant certification.
· Five9 implementation, administrator or partner experience.
· Experience with Five9 List Sync Plus.
· Experience with predictive, progressive, power, preview and manual dialing strategies.
· Experience operating in a TCPA- and DNC-aware sales environment.
· Experience improving contact rate, pickup rate and speed-to-lead.
· Experience with caller-ID reputation, CNAM, local presence and STIR/SHAKEN.
· Familiarity with APIs, middleware, SOQL and Salesforce Data Loader.
· Working knowledge of Apex or experience managing Salesforce development resources.
· Experience in financial services, insurance, mortgage, solar, home services or another high-volume lead-driven industry.
You Are a Strong Fit If
You can review a complicated sales operation and clearly explain:
· Why leads are not being called at the correct time
· Why scheduled callbacks are being missed
· Why representatives are wasting time
· Why the dialer is not performing as expected
· Why Salesforce and Five9 reports do not match
· Why representatives are entering inaccurate dispositions
· Why pickup or contact rates are low
· Whether caller-ID reputation is affecting performance
· Whether the problem is lead quality, system configuration, dialing strategy or representative behavior
· How to correct the issue and measure the improvement
You are proactive, analytical and comfortable taking ownership. You do not wait for users to report every problem before investigating it.
This Position May Not Be a Fit If
· Your experience is limited to basic Salesforce user administration.
· You have used Five9 only as an agent.
· You have never personally configured Five9 campaigns or dialing strategies.
· You have not worked in a high-volume sales or contact-center environment.
· You focus exclusively on dashboards without understanding the underlying sales process.
· You require detailed instructions for every project.
· You are uncomfortable being accountable for measurable operational improvements.
· You prefer a remote-only position.
First 30 Days
During your first 30 days, you will be expected to:
· Audit the existing Salesforce and Five9 environments.
· Document the current lead journey from acquisition through conversion.
· Review lead statuses, ownership, priorities, queues and assignment rules.
· Review Five9 campaigns, dial lists, skills, agents, routing and dialing modes.
· Audit Salesforce and Five9 field synchronization.
· Review dispositions, call logging and follow-up automation.
· Identify the causes of low pickup or contact rates.
· Identify urgent workflow problems affecting the sales team.
· Deliver a written list of prioritized issues and recommendations.
· Begin correcting high-impact problems.
First 60 Days
During your first 60 days, you will be expected to:
· Improve key Five9 campaigns and list segmentation.
· Improve Salesforce and Five9 synchronization.
· Strengthen speed-to-lead and callback workflows.
· Improve lead routing and prioritization.
· Create manager and executive dashboards.
· Reduce unnecessary representative clicks and manual work.
· Improve activity logging and disposition accuracy.
· Establish stronger DNC and bad-number controls.
· Train managers and representatives on the improved workflows.
· Implement daily exception and reconciliation reporting.
First 90 Days
By the end of your first 90 days, we expect measurable progress in:
· Speed-to-lead
· Pickup rate
· Contact rate
· Lead-routing accuracy
· Scheduled-callback completion
· Representative productivity
· Disposition accuracy
· Salesforce and Five9 data accuracy
· Management visibility
· User adoption
· Sales-team confidence in the system
How Success Will Be Measured
Performance in this role will be evaluated based on measurable improvements, including:
· Faster response to new leads
· Higher contact and conversation rates
· Fewer missed callbacks
· Fewer leads without a next step
· More accurate routing and ownership
· Better opener-to-closer transfer performance
· Cleaner Salesforce data
· More dependable Salesforce and Five9 synchronization
· Improved representative adoption
· Better management visibility into activity, outcomes and revenue
· Reduced system-related complaints and manual work
How to Apply
Please submit your résumé along with a brief response addressing the following:
1. Describe your direct Salesforce administration experience.
2. Describe your direct Five9 administration or implementation experience.
3. What Five9 dialing modes have you personally configured?
4. Have you managed Salesforce and Five9 List Sync or List Sync Plus?
5. Describe a Salesforce and Five9 integration problem you personally diagnosed and corrected.
6. Describe a high-volume sales or contact-center environment you have supported.
7. Explain one example of how your work improved contact rate, lead routing, representative productivity or management reporting.
8. List any Salesforce or Five9 certifications you hold.
Equal Employment Opportunity
Allegiance Gold is an equal opportunity employer. Employment decisions are based on qualifications, merit and business needs. Allegiance Gold does not discriminate based on any status protected under applicable federal, state or local law.
Pay: From $150,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Employee discount
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Parental leave
- Referral program
- Retirement plan
- Vision insurance
Experience:
- Salesforce: 2 years (Required)
Language:
Location:
- Calabasas, CA 91302 (Required)
Work Location: In person
