资深系统管理员 | 平台管理

About the Role
We are seeking a Senior Systems Administrator to own platform management for our organization's critical business systems, with a primary focus on Contact Center as a Service (CCaaS) platforms. This role will lead the implementation, configuration, and ongoing management of Zoom Contact Center, serving as the technical owner and subject matter expert for the platform. This is a remote position for a self-motivated professional who can manage complex, business-critical systems with minimal supervision while collaborating across IT, operations, and customer experience teams.
Key Responsibilities
Zoom Contact Center / CCaaS Leadership

• Lead end-to-end implementation of Zoom Contact Center, including planning, configuration, migration, and go-live

• Own ongoing administration of the CCaaS platform: queues, routing rules, IVR flows, skills-based routing, agent/supervisor roles, and reporting dashboards

• Serve as the primary escalation point for platform issues, outages, and performance concerns

• Manage integrations between Zoom Contact Center and other business systems (CRM, workforce management, telephony/SIP trunks, APIs)

• Partner with contact center operations and business stakeholders to translate business requirements into platform configuration

• Monitor platform performance, call quality, and uptime; drive continuous improvement initiatives

• Manage vendor relationship with Zoom, including support tickets, roadmap discussions, and license/contract management

• Develop and maintain documentation, runbooks, and training materials for administrators and end users

• Stay current on Zoom Contact Center feature releases and evaluate new capabilities for adoption

General Platform & Systems Administration

• Administer and maintain broader platform and server infrastructure (Windows/Linux, cloud-based systems)

• Manage system backups, disaster recovery planning, and business continuity procedures for supported platforms

• Implement security best practices, access controls, and compliance requirements (SOC 2, HIPAA, PCI-DSS, as applicable) across managed platforms

• Automate routine administrative tasks using scripting languages (PowerShell, Bash, Python) or platform APIs

• Monitor system health, capacity, and performance; proactively identify and resolve issues

• Provide Tier 3 escalation support and mentor junior IT/platform staff

• Participate in an on-call rotation for critical incident response

Remote Engagement Details

• Independent contractor remote position

• 40-hour workweek; schedule confirmed during the interview process.

• Reliable internet, a computer, and a quiet, professional workspace required.

• No employee benefits or paid time off.

Required Qualifications

• 5+ years of experience in systems/platform administration, with direct hands-on experience managing a CCaaS or UCaaS platform (Zoom Contact Center, Zoom Phone, Genesys, NICE CXone, Five9, RingCentral, or similar)

• Demonstrated experience leading a contact center or telephony platform implementation from planning through go-live

• Strong understanding of contact center concepts: IVR, ACD/routing, queues, skills-based routing, WFM integration, and reporting/analytics

• Experience integrating contact center platforms with CRM and business systems via APIs

• Solid networking fundamentals relevant to voice/UC platforms (SIP, QoS, VoIP troubleshooting)

• Proficiency in scripting/automation (PowerShell, Bash, Python) or platform-specific APIs

• Strong troubleshooting, vendor management, and stakeholder communication skills

• Excellent written and verbal communication skills for remote collaboration

Preferred Qualifications

• Zoom Contact Center or Zoom Phone certification/administration experience specifically

• Experience with broader systems administration (Windows/Linux server management, virtualization, cloud platforms — AWS/Azure/GCP)

• Familiarity with workforce management (WFM) and quality management (QM) tools

• ITIL knowledge or experience working within change management frameworks

• Prior experience in a fully remote environment

JOIN OUR TEAM
At The Ward Law Group, every role contributes to changing lives.
If you're looking for an opportunity to grow your litigation career, maximize client recoveries, and work alongside a high-performing legal team, we'd love to hear from you.
Apply today and become part of a team committed to excellence, accountability, and changing lives—one client at a time.
The Ward Law Group is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at The Ward Law Group via-email, the Internet or in any form and/or method without a valid written Statement of Work in place for this position from The Ward Law Group HR/Recruitment will be deemed the sole property of The Ward Law Group. No fee will be paid in the event the candidate is hired by The Ward Law Group as a result of the referral or through other means.
At The Ward Law Group, we recognize our people are our strength. We are an equal opportunity (M/F/Disability/Veterans) and consider all applications without regard to race, gender, sexual orientation, gender identity, age, color, religion, national origin, veteran status, disability, genetic information or any other status protected by applicable law. We value our people, their varying perspectives and are committed to fostering an environment where they can bring their whole selves to work.
In accordance with the Immigration Reform and Control Act of 1986, employment is contingent upon verification of identity and authorization to work in the United States. All persons hired will be required to complete Form I-9 and provide acceptable documentation as required by law.
Join an Award-Winning Personal Injury Law Firm
At The Ward Law Group, our mission is simple:
Changing Lives. One Client at a Time
Recognized as one of the Best Places to Work for consecutive years, we are committed to delivering exceptional legal representation while creating an environment where talented professionals can grow, lead, and make a meaningful impact every day.
We believe our people are our greatest asset. We foster a collaborative, innovative, and high-accountability culture where every team member is empowered to make informed decisions, continuously improve, and deliver exceptional results for our clients. Every role contributes directly to helping injured individuals navigate one of the most challenging times in their lives while supporting the continued growth and success of our firm.
Our Core Values
Faith – We act with integrity, honesty, and purpose in everything we do.
Accountability – We take ownership of our work, our commitments, and the results we deliver.
Leadership – We lead by example, inspire others, embrace continuous improvement, and develop high-performing teams.
Loyalty – We build lasting relationships through trust, respect, and dedication to our clients, teammates, and community.
Service to Our Clients – We are committed to delivering compassionate, responsive, and exceptional service that maximizes every client's opportunity for success.
Service to Our Teammates – We foster a culture of collaboration, respect, support, and shared success where every team member has the opportunity to grow and thrive.
Service to Our Community – We believe in making a positive impact beyond the workplace by serving and strengthening the communities where we live and work.
If you are passionate about helping injured clients, thrive in a fast-paced, results-driven environment, and are committed to delivering exceptional client service while continuously growing your career, we invite you to join The Ward Law Group and help us change lives—one client at a time.
Originally posted on Himalayas