Senior Systems Administrator - Platform Management

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

📋 Description

• Take charge of platform management for essential business systems, focusing mainly on CCaaS platforms.

• Oversee the complete implementation process of the Zoom Contact Center, encompassing planning, configuration, migration, and go-live stages.

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

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

• Manage integrations with CRM systems, workforce management solutions, telephony/SIP trunks, and APIs.

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

• Monitor platform performance, call quality, and uptime; foster continuous improvement.

• Maintain the relationship with the Zoom vendor, including support tickets, roadmap discussions, and management of licenses/contracts.

• Create and maintain documentation, runbooks, and training materials.

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

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

• Implement security measures, access controls, and compliance mandates such as SOC 2, HIPAA, and PCI-DSS when applicable.

• Automate administrative functions 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 responses.

⛳️ Requirements

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

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

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

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

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

• Knowledge of networking fundamentals relevant 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 abilities for remote collaboration.

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

• Employment is contingent upon verification of identity and authorization to work in the United States.

• Preferred: Certification/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 fully remote work.

🏝️ Benefits

• Opportunity for remote work.

• 40-hour workweek.

• Arrangement as an independent contractor.

• No employee benefits or paid time off.