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