Zoom Administrator

Description

Responsibilities:   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   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 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

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