Remote Senior CCaaS Platform Lead (Zoom)

SmartRecruiters, Inc.; Northern (KY); Hybrid; USD 45,000 - 56,000; Full time

Job summary

The Ward Law Group is seeking a Senior Systems Administrator to own platform management for our critical business systems, with a primary focus on Zoom Contact Center. This remote role requires strong CCaaS expertise and the ability to lead configuration, integration, and ongoing administration across IT and operations teams.

You will manage end-to-end Zoom Center deployment, ensure uptime, security, backups, and provide documentation and training for admins and end users.

Qualifications

• 5+ years of experience in systems/platform administration with hands-on CCaaS or UCaaS platform experience (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.

Responsibilities

• 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

Skills

CCaaS platform

Zoom Contact Center

PowerShell

Bash

Python

APIs integration

SIP/VoIP

Vendor management

Documentation

Tools

Windows Server

Linux Server

AWS

Azure

GCP

Zoom Admin

Job description

The Ward Law Group is seeking a Senior Systems Administrator to own platform management for our critical business systems, with a primary focus on Zoom Contact Center. This remote role requires strong CCaaS expertise and the ability to lead configuration, integration, and ongoing administration across IT and operations teams.

You will manage end-to-end Zoom Center deployment, ensure uptime, security, backups, and provide documentation and training for admins and end users.