Senior Systems Administrator – Platform Management

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

📋 Description

• Take ownership of platform management for essential business systems, focusing primarily on CCaaS platforms.

• Oversee the complete implementation of Zoom Contact Center, which includes planning, configuration, migration, and go-live phases.

• Manage CCaaS queues, routing rules, IVR flows, skills-based routing, roles, and reporting dashboards.

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

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

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

• Track platform performance, call quality, and uptime, while promoting continuous improvements.

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

• Create documentation, runbooks, and training resources.

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

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

• Implement security measures, access controls, and compliance standards, including SOC 2, HIPAA, and PCI-DSS.

• Automate administrative tasks utilizing PowerShell, Bash, Python, or platform APIs.

• Monitor system health, capacity, and performance metrics.

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

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

⛳️ Requirements

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

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

• Proven experience leading a contact center or telephony platform implementation from planning to go-live.

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

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

• Solid understanding of networking fundamentals related to voice/UC platforms, including SIP, QoS, and VoIP troubleshooting.

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

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

• Excellent written and verbal communication abilities.

• Reliable internet access, a computer, and a quiet, professional work environment.

• Legal authorization to work in the United States.

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

• Preferred: Experience with Windows/Linux server management, virtualization, AWS/Azure/GCP, WFM/QM tools, ITIL, change management, and fully remote work.

🏝️ Benefits

• Opportunity for remote work.

• Standard 40-hour workweek.

• No employee benefits or paid time off.