Senior Systems Administrator | Patform Management

The Ward Law Group; Colombia; Remote; COP 80,917,000 - 145,650,000; Full time

Job summary

The Ward Law Group is seeking a Senior Systems Administrator to own platform management with a primary focus on Zoom Contact Center. This remote role requires hands-on leadership for CCaaS implementations, ongoing administration, and cross‑functional collaboration with IT, operations, and customer experience teams.

You will manage queues, IVR flows, routing, reporting dashboards, and vendor relationships while ensuring security, backups, and SCRUM‑level improvements.

Qualifications

• 5+ years of hands‑on systems/platform administration with CCaaS/UCaaS experience.
• Experience leading a contact center or telephony platform implementation from planning to go-live.
• Strong understanding of IVR, ACD/routing, queues, skills-based routing, and WFM integration.
• Experience integrating contact center platforms with CRM and business systems via APIs.

Responsibilities

• Lead end-to-end Zoom Contact Center implementation, configuration, migration, and go-live.
• Administer CCaaS platform including queues, routing rules, IVR, agent/supervisor roles, and dashboards.
• Own platform stability: outages, performance, and vendor coordination with Zoom.
• Manage integrations between CCaaS and other business systems (CRM, telephony, WFM, APIs).
• Provide documentation, runbooks, and training for admins and users.

Skills

CCaaS Platform

Zoom Contact Center

Scripting & Automation

APIs & Integrations

Vendor Management

Tools

Zoom Contact Center

Windows Server

Linux

CRM Integrations

Job description

About the Role

We are seeking a Senior Systems Administrator to own platform management for our organization's critical business systems, with a primary focus on Contact Center as a Service (CCaaS) platforms. This role will lead the implementation, configuration, and ongoing management of Zoom Contact Center, serving as the technical owner and subject matter expert for the platform. This is a remote position for a self-motivated professional who can manage complex, business-critical systems with minimal supervision while collaborating across IT, operations, and customer experience teams.

Key Responsibilities

• Zoom Contact Center / CCaaS Leadership
  • Lead end-to-end implementation of Zoom Contact Center, including planning, configuration, migration, and go-live
  • Own ongoing administration of the CCaaS platform: queues, routing rules, IVR flows, skills-based routing, agent/supervisor roles, and reporting dashboards
  • Serve as the primary escalation point for platform issues, outages, and performance concerns
  • Manage integrations between Zoom Contact Center and other business systems (CRM, workforce management, telephony/SIP trunks, APIs)
  • Partner with contact center operations and business stakeholders to translate business requirements into platform configuration
  • Monitor platform performance, call quality, and uptime; drive continuous improvement initiatives
  • Manage vendor relationship with Zoom, including support tickets, roadmap discussions, and license/contract management
  • Develop and maintain documentation, runbooks, and training materials for administrators and end users
  • Stay current on Zoom Contact Center feature releases and evaluate new capabilities for adoption
• General Platform & Systems Administration
  • Administer and maintain broader platform and server infrastructure (Windows/Linux, cloud-based systems)
  • Manage system backups, disaster recovery planning, and business continuity procedures for supported platforms
  • Implement security best practices, access controls, and compliance requirements (SOC 2, HIPAA, PCI-DSS, as applicable) across managed platforms
  • Automate routine administrative tasks using scripting languages (PowerShell, Bash, Python) or platform APIs
  • Monitor system health, capacity, and performance; proactively identify and resolve issues
  • Provide Tier 3 escalation support and mentor junior IT/platform staff
  • Participate in an on-call rotation for critical incident response

Remote Engagement Details

• Independent contractor remote position
• 40-hour workweek; schedule confirmed during the interview process.
• Reliable internet, a computer, and a quiet, professional workspace required.
• No employee benefits or paid time off.

Required Qualifications

• 5+ years of experience in systems/platform administration, with direct hands-on experience managing a CCaaS or UCaaS platform (Zoom Contact Center, Zoom Phone, Genesys, NICE CXone, Five9, RingCentral, or similar)
• Demonstrated experience leading a contact center or telephony platform implementation from planning through go-live
• Strong understanding of contact center concepts: IVR, ACD/routing, queues, skills-based routing, WFM integration, and reporting/analytics
• Experience integrating contact center platforms with CRM and business systems via APIs
• Solid networking fundamentals relevant to voice/UC platforms (SIP, QoS, VoIP troubleshooting)
• Proficiency in scripting/automation (PowerShell, Bash, Python) or platform-specific APIs
• Strong troubleshooting, vendor management, and stakeholder communication skills
• Excellent written and verbal communication skills for remote collaboration

Preferred Qualifications

• Zoom Contact Center or Zoom Phone certification/administration experience specifically
• Experience with broader systems administration (Windows/Linux server management, virtualization, cloud platforms - AWS/Azure/GCP)
• Familiarity with workforce management (WFM) and quality management (QM) tools
• ITIL knowledge or experience working within change management frameworks
• Prior experience in a fully remote environment

At The Ward Law Group , we recognize our people are our strength. We are an equal opportunity (M/F/Disability/Veterans) and consider all applications without regard to race, gender, sexual orientation, gender identity, age, color, religion, national origin, veteran status, disability, genetic information or any other status protected by applicable law.

We value our people, their varying perspectives and are committed to fostering an environment where they can bring their whole selves to work.

In accordance with the Immigration Reform and Control Act of 1986, employment is contingent upon verification of identity and authorization to work in the United States.

All persons hired will be required to complete Form I-9 and provide acceptable documentation as required by law.

Join an Award-Winning Personal Injury Law Firm At The Ward Law Group , our mission is simple: Changing Lives.

Recognized as one of the Best Places to Work for consecutive years, we are committed to delivering exceptional legal representation while creating an environment where talented professionals can grow, lead, and make a meaningful impact every day.

We believe our people are our greatest asset. We foster a collaborative, innovative, and high-accountability culture where every team member is empowered to make informed decisions, continuously improve, and deliver exceptional results for our clients.

Every role contributes directly to helping injured individuals navigate one of the most challenging times in their lives while supporting the continued growth and success of our firm.

Core Values

Faith - We act with integrity, honesty, and purpose in everything we do. Accountability - We take ownership of our work, our commitments, and the results we deliver. Leadership - We lead by example, inspire others, embrace continuous improvement, and develop high-performing teams. Loyalty - We build lasting relationships through trust, respect, and dedication to our clients, teammates, and community. Service to Our Clients - We are committed to delivering compassionate, responsive, and exceptional service that maximizes every client's opportunity for success. Service to Our Teammates - We foster a culture of collaboration, mutual respect, diversity, and shared success.

If you are passionate about helping injured clients, thrive in a fast-paced, results-driven environment, and are committed to delivering exceptional client service while continuously growing your career, we invite you to join The Ward Law Group and help us change lives - one client at a time.