Senior Systems Administrator – Platform Management

This is a fully remote position, open to applicants in Argentina, +1 more country.

📋 Description

• Lead the comprehensive implementation of the Zoom Contact Center, encompassing planning, configuration, migration, and go-live phases.

• Take ownership of the administration of queues, routing rules, IVR flows, skills-based routing, agent/supervisor roles, and reporting dashboards.

• Act as the primary point of escalation for platform-related issues, outages, and performance matters.

• Oversee integrations with CRM, workforce management, telephony/SIP trunks, and APIs.

• Convert business requirements into platform configurations in collaboration with contact center operations and stakeholders.

• Continuously monitor platform performance, call quality, and uptime, driving ongoing improvements.

• Manage the relationship with the Zoom vendor, including support tickets, roadmap discussions, and license/contract administration.

• Create documentation, runbooks, and training materials.

• Administer Windows/Linux, cloud-based systems, and the broader server infrastructure.

• Oversee backups, disaster recovery, and business continuity protocols.

• Implement security measures, access controls, and compliance standards such as 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 address issues.

• Provide Tier 3 escalation support and mentor junior IT/platform personnel.

• Participate in an on-call rotation for critical incident response.

⛳️ Requirements

• Over 5 years of experience in systems/platform administration.

• Direct, hands-on experience managing a CCaaS or UCaaS platform.

• Experience in leading a contact center or telephony platform implementation from planning through to go-live.

• Strong knowledge of IVR, ACD/routing, queues, skills-based routing, WFM integration, and reporting/analytics.

• Experience with integrating contact center platforms with CRM and business systems via APIs.

• Networking fundamentals pertinent to voice/UC platforms, including SIP, QoS, and VoIP troubleshooting.

• Proficiency in PowerShell, Bash, Python, or platform-specific APIs.

• Strong skills in troubleshooting, vendor management, and stakeholder communication.

• Excellent written and verbal communication skills for effective remote collaboration.

• Reliable internet access, a computer, and a quiet, professional workspace.

• Must have authorization to work in the United States.

• Preferred: Certification or administration experience with Zoom Contact Center or Zoom Phone.

• Preferred: Experience in Windows/Linux server management, virtualization, cloud platforms, WFM/QM tools, ITIL, change management, and previous fully remote work experience.

🏝️ Benefits

• Remote work flexibility.

• Standard 40-hour workweek.

• No employee benefits or paid time off.