Zoom Administrator

Computers/Software $job.jobTypeName Trivandrum, Kerala ReqID:5899


  • 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