[Hiring] System Ops Administrator 2 @Twilio

Role Description

This position is needed to provide operational and technical Salesforce support to North America and Latin America Sales organizations. The role ensures Salesforce CPQ, OLM, and multiple Salesforce instances run efficiently, supporting business processes with high process integrity and stability.

In this role, you’ll:

• Manage Salesforce user setup, roles, profiles, permissions, and security settings.
• Oversee Salesforce case management, ensuring SLAs and response times are met.
• Maintain page layouts, workflows, validation rules, and approval processes.
• Serve as the escalation point for advanced Salesforce user requests.
• Troubleshoot and resolve CPQ and multi-instance Salesforce issues.
• Configure and maintain Salesforce CPQ (catalogs, pricing, discounting, approvals).
• Support OLM processes including orders, renewals, cancellations, and billing triggers.
• Ensure synchronization of Salesforce data with ERP/Billing systems.
• Collaborate with Sales Ops, Finance, IT, and Product teams.
• Recommend process automation and continuous improvement.
• Support UAT, deployments, and develop user training materials.

Qualifications

• 3+ years’ experience as a Salesforce Administrator (Sales Cloud).
• Salesforce Administrator certification (ADM-201).
• Strong expertise in Salesforce administration and configuration.
• Understanding of Salesforce data model, sharing rules, and security.
• Experience troubleshooting complex integrated system issues.
• Salesforce CPQ Specialist certification (desired).
• Experience with Salesforce Revenue Cloud, Billing, or ERP integrations (desired).
• Knowledge of Apex, Flow, SOQL, and advanced automation (desired).
• Strong analytical and problem-solving skills (desired).
• Excellent communication skills for technical and non-technical audiences (desired).

Requirements

This role will be based remotely in British Columbia, Alberta, or Ontario, Canada.

Approximately 5% travel is anticipated to help you connect in-person in a meaningful way.

Benefits

• Competitive pay.
• Generous time off.
• Ample parental and wellness leave.
• Healthcare.
• Retirement savings program.
• Participation in Twilio’s equity plan and corporate bonus plan.
• Paid sick time.
• Paid personal time off.
• Paid parental leave.