Senior Zoom CCaaS Platform Engineer – Remote

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

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.