[Hiring] Senior Systems Administrator @The Ward Law Group, PL

Role Description

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

• 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.
• 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 practices, access controls, and compliance requirements (SOC 2, HIPAA, PCI-DSS, as applicable) across managed platforms.
• Automate routine administrative tasks using scripting languages (PowerShell, Bash, Python) or platform APIs.
• Monitor system health, capacity, and performance; proactively identify and resolve issues.
• Provide Tier 3 escalation support and mentor junior IT/platform staff.
• Participate in an on-call rotation for critical incident response.

Qualifications

• 5+ years of experience in systems/platform administration, with direct hands-on experience managing a CCaaS or UCaaS platform (Zoom Contact Center, Zoom Phone, Genesys, NICE CXone, Five9, RingCentral, or similar).
• Demonstrated experience leading a contact center or telephony platform implementation from planning through go-live.
• Strong understanding of contact center concepts: IVR, ACD/routing, queues, skills-based routing, WFM integration, and reporting/analytics.
• Experience integrating contact center platforms with CRM and business systems via APIs.
• Solid networking fundamentals relevant to voice/UC platforms (SIP, QoS, VoIP troubleshooting).
• Proficiency in scripting/automation (PowerShell, Bash, Python) or platform-specific APIs.
• Strong troubleshooting, vendor management, and stakeholder communication skills.
• Excellent written and verbal communication skills for remote collaboration.

Preferred Qualifications

• Zoom Contact Center or Zoom Phone certification/administration experience specifically.
• Experience with broader systems administration (Windows/Linux server management, virtualization, cloud platforms — AWS/Azure/GCP).
• Familiarity with workforce management (WFM) and quality management (QM) tools.
• ITIL knowledge or experience working within change management frameworks.
• Prior experience in a fully remote environment.

Benefits

• Independent contractor remote position.
• 40-hour workweek; schedule confirmed during the interview process.
• Reliable internet, a computer, and a quiet, professional workspace required.
• No employee benefits or paid time off.