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 prac

📌 Senior Systems Administrator | Patform Management (Colombia)
🏢 The Ward Law Group
📍 Colombia