Senior Systems Administrator – Platform Management

• Lead end-to-end implementation of Zoom Contact Center, including planning, configuration, migration, and go-live
• Own administration of 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 with CRM, workforce management, telephony/SIP trunks, and APIs
• Translate business requirements into platform configuration with contact center operations and stakeholders
• Monitor platform performance, call quality, and uptime; drive continuous improvement
• Manage the Zoom vendor relationship, support tickets, roadmap discussions, and license/contract management
• Develop documentation, runbooks, and training materials
• Administer Windows/Linux, cloud-based systems, and broader server infrastructure
• Manage backups, disaster recovery, and business continuity procedures
• Implement security, access controls, and compliance requirements including SOC 2, HIPAA, and PCI-DSS as applicable
• Automate administrative tasks using PowerShell, Bash, Python, or platform APIs
• Monitor system health, capacity, and performance; proactively resolve issues
• Provide Tier 3 escalation support and mentor junior IT/platform staff
• Participate in an on-call rotation for critical incident response

• 5+ years of experience in systems/platform administration
• Direct hands-on experience managing a CCaaS or UCaaS platform
• Experience leading a contact center or telephony platform implementation from planning through go-live
• Strong understanding of IVR, ACD/routing, queues, skills-based routing, WFM integration, and reporting/analytics
• Experience integrating contact center platforms with CRM and business systems via APIs
• Networking fundamentals relevant to voice/UC platforms, including SIP, QoS, and VoIP troubleshooting
• Proficiency in PowerShell, Bash, Python, or platform-specific APIs
• Strong troubleshooting, vendor management, and stakeholder communication skills
• Excellent written and verbal communication skills for remote collaboration
• Reliable internet, a computer, and a quiet, professional workspace
• Must be authorized to work in the United States
• Preferred: Zoom Contact Center or Zoom Phone certification/administration experience
• Preferred: Windows/Linux server management, virtualization, cloud platforms, WFM/QM tools, ITIL, change management, and prior fully remote experience

• Remote work
• 40-hour workweek
• No employee benefits or paid time off