Zoom Contact Center Administrator

2 weeks ago


Thiruvananthapuram, Kerala, India Envestnet | Yodlee Full time
Job Title: Zoom Administrator

Description

We are seeking a highly skilled Zoom Administrator to join our team at Envestnet. As a key member of our operations team, you will be responsible for the day-to-day management of our Zoom Contact Center, ensuring seamless communication and exceptional customer experiences.

Responsibilities:

  • Contact Center Management: Manage user creation, bulk uploads, and package assignments, as well as configure queue settings, inboxes, and dispositions.
  • Flow Development: Create and implement complex flows using conditions, variables, routing, and scripts, and update existing flows as needed.
  • Integration Management: Manage enhancements and troubleshooting for Zendesk and Salesforce CTI integrations, and understand script development to make changes as needed.
  • Reporting and Analytics: Create Supervisor-level reporting and demos for end-users, and provide training and support as needed.
  • Communication and Collaboration: Facilitate and lead business stakeholder calls, document requirements, and create call flow diagrams for alignment and sign-off.
  • Quality Assurance: Create unit tests with acceptance and rejection criteria, execute unit testing, and debug as needed.
  • Documentation and Knowledge Sharing: Translate requirements into technical mapping documents and manage knowledge sharing across the team.

Requirements:

  • 5-8 years of experience as a Zoom Contact Center administrator.
  • 5-8 years of experience in a stakeholder-facing role.
  • Bachelor's degree or equivalent experience in SaaS, technology consulting, or a related field.
  • Experience with CTI integration with external applications.
  • Experience administering Salesforce and/or Zendesk highly desirable.
  • Proficiency in Visio or Lucid Chart.
  • Experience using Jira and Confluence.
  • Strong systems knowledge and ability to use technology to improve efficiencies.
  • Strong knowledge of testing fundamentals.
  • Excellent verbal and written communication skills.
  • Ability to communicate with all levels of the organization.
  • Must be detail-oriented.


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