Zoom Contact Center Administrator
2 weeks ago
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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