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Zoom Administrator

3 months ago

Thiruvananthapuram, Kerala, India Envestnet | Yodlee Full time

Responsibilities:
Contact Center user management including user creation/bulk upload and assigning packages, roles, skills, and queuesConfigure queue settings, inboxes, and dispositionsCreate and use skills and proficiencies in call routingCreate complex flows using conditions, variables, routing, and scriptsUpdate existing flows as needed by updating flow widgets, assets, and conditions as applicable, testing the POC, and implementing in productionManage enhancements and troubleshooting for Zendesk and Salesforce CTI integrations; understand the development of scripts with ability to make changes as neededCreate custom variable groups and use with integrationsFacilitate and lead business stakeholder calls and document requirements for new flows and enhancements to existing flowsCreate call flow diagrams and present back to stakeholders for alignment and sign offCreate unit tests with acceptance and rejection criteriaExecute unit testing and debuggingTranslate requirements into a technical mapping documentManage and address support requests using various methods including a ticketing queue, email, and direct phone callsFollow leading/best practices in system configuration, security, coding, and data qualityTrain end users or internal teams when implementing new functionalityCreate Supervisor level reporting and demo to end users as neededRequirements:
5-8 years of experience as a Zoom Contact Center administrator5-8 years of experience in a stakeholder facing roleBachelor's degree or equivalent experience in SaaS, technology consulting or related fieldExperience with CTI integration with external applicationsExperience administering Salesforce and/or Zendesk highly desirableProficiency in Visio or Lucid ChartExperience using Jira and ConfluenceAbility to build strong working relationships with other team members across geographic locationsStrong systems knowledge with the ability to use technology to improve efficienciesStrong knowledge of testing fundamentals (evaluating test results, bug reporting & tracking, quality management, etc.)Excellent verbal and written communication skillsAbility to communicate with all levels of the organizationMust be detail oriented