Zoom Administrator

Description

• Contact Center user management including user creation/bulk upload and assigning packages, roles, skills, and queues
• Configure queue settings, inboxes, and dispositions
• Create and use skills and proficiencies in call routing
• Create complex flows using conditions, variables, routing, and scripts
• Update existing flows as needed by updating flow widgets, assets, and conditions as applicable, testing the POC, and implementing in production
• Manage enhancements and troubleshooting for Zendesk and Salesforce CTI integrations; understand the development of scripts with ability to make changes as needed
• Create custom variable groups and use with integrations
• Facilitate and lead business stakeholder calls and document requirements for new flows and enhancements to existing flows
• Create call flow diagrams and present back to stakeholders for alignment and sign off
• Create unit tests with acceptance and rejection criteria
• Execute unit testing and debugging
• Translate requirements into a technical mapping document
• Manage and address support requests using various methods including a ticketing queue, email, and direct phone calls
• Follow leading/best practices in system configuration, security, coding, and data quality
• Train end users or internal teams when implementing new functionality 
• Create Supervisor level reporting and demo to end users as needed

• 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 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
• Ability to build strong working relationships with other team members across geographic locations
• Strong systems knowledge with the ability to use technology to improve efficiencies
• Strong knowledge of testing fundamentals (evaluating test results, bug reporting & tracking, quality management, etc.)
• Excellent verbal and written communication skills
• Ability to communicate with all levels of the organization
• Must be detail oriented