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Senior Systems Administrator - Platform Management
The Ward Law Group, PL. Own platform management for critical business systems, primarily CCaaS platforms .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing CCaaS platforms, including implementation, configuration, and performance monitoring. Proficient in integrating systems, automating tasks, and ensuring compliance with security standards.
Highest-signal resume keywords
CCaaS Platform ManagementZoom Contact Center ImplementationIVR and ACD/Routing ExpertisePowerShell, Bash, Python ProficiencyVendor Management and Stakeholder Communication
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Platform AdministrationSystem IntegrationTroubleshootingDisaster Recovery ManagementSecurity CompliancePerformance MonitoringAutomationNetworking FundamentalsReporting and AnalyticsCloud-Based Systems Management
Soft Skills
Communication SkillsMentoringCollaboration
Tools & Technologies
Zoom Contact CenterCRM IntegrationWorkforce Management ToolsTelephony/SIP TrunksAPIsWindows/Linux SystemsVirtualization
Certifications & Qualifications
Zoom Contact Center CertificationZoom Phone Certification
Industry Keywords
SOC 2HIPAAPCI-DSSITILChange Management
Tech Stack
Tools & technologiesCloudLinuxPythonVoIP
About the role
Key responsibilities & impact- Own platform management for critical business systems, primarily CCaaS platforms
- Lead end-to-end implementation of Zoom Contact Center, including planning, configuration, migration, and go-live
- Administer queues, routing rules, IVR flows, skills-based routing, roles, and reporting dashboards
- Serve as primary escalation point for platform issues, outages, and performance concerns
- Manage integrations with CRM, workforce management, telephony/SIP trunks, and APIs
- Translate business requirements into platform configuration with contact center operations and stakeholders
- Monitor platform performance, call quality, and uptime; drive continuous improvement
- Manage the Zoom vendor relationship, support tickets, roadmap discussions, and licenses/contracts
- Develop documentation, runbooks, and training materials
- Administer Windows/Linux, cloud-based systems, and broader server infrastructure
- Manage backups, disaster recovery, and business continuity procedures
- Implement security, access controls, and compliance requirements including SOC 2, HIPAA, and PCI-DSS as applicable
- Automate administrative tasks using PowerShell, Bash, Python, or platform APIs
- Monitor system health, capacity, and performance; proactively resolve issues
- Provide Tier 3 escalation support and mentor junior IT/platform staff
- Participate in an on-call rotation for critical incident response
Requirements
What you’ll need- 5+ years of experience in systems/platform administration
- Direct hands-on experience managing a CCaaS or UCaaS platform
- Experience leading a contact center or telephony platform implementation from planning through go-live
- Strong understanding of IVR, ACD/routing, queues, skills-based routing, WFM integration, and reporting/analytics
- Experience integrating contact center platforms with CRM and business systems via APIs
- Networking fundamentals relevant to voice/UC platforms, including SIP, QoS, and VoIP troubleshooting
- Proficiency in PowerShell, Bash, Python, or platform-specific APIs
- Strong troubleshooting, vendor management, and stakeholder communication skills
- Excellent written and verbal communication skills for remote collaboration
- Reliable internet, a computer, and a quiet, professional workspace
- Employment contingent upon verification of identity and authorization to work in the United States
- Preferred: Zoom Contact Center or Zoom Phone certification/administration experience
- Preferred: Windows/Linux server management, virtualization, cloud platforms, WFM/QM tools, ITIL, change management, and fully remote experience
Benefits
Comp & perks- Remote work
- 40-hour workweek
- Independent contractor arrangement
- No employee benefits or paid time off