Contact Center Systems Administrator

Summary:

The Contact Center Systems Administrator is responsible for the administration, configuration, support, and continuous improvement of the company’s contact center platform and related workflows. This role will serve as the primary internal owner of the Zoom Contact Center, including routing, IVR, telephony configuration, queue and skill setup, platform changes, and long-term system optimization.

Essential Duties and Responsibilities:

Contact Center Platform Ownership

• Serve as the primary internal administrator and owner of the company’s contact center platform

• Configure, maintain, and optimize queues, skills, routing profiles, business hours, holiday schedules, voicemail, callback logic, and overflow/failover paths

• Build and maintain IVR menus, call flows, routing logic, and telephony rules aligned to business needs

• Manage phone numbers, DID inventory, provisioning, and related telephony configuration

• Support user provisioning, access, permissions, and system governance

• Maintain system documentation, change logs, platform standards, and administrative processes

System Implementations & Platform Changes

• Support contact center system implementations, migrations, upgrades, and other platform changes as needed

• Participate in testing, validation, issue resolution, cutover support, and go-live readiness activities

• Help absorb vendor and implementation knowledge and translate that into sustainable internal ownership

• Support transition and stabilization activities following any major system changes

• Identify and resolve platform issues impacting contact center workflows

Ongoing Optimization and Continuous Improvement

• Identify and implement opportunities to improve routing, efficiency, and overall contact center performance

• Build and support new queues, campaigns, workflows, and telephony solutions as business needs evolve

• Partner with business leaders to support new products, teams, service models, and communication channels

• Support reporting improvements, reason code/disposition alignment, and data quality efforts related to contact center operations

• Evaluate and support implementation of any new platform capabilities, including AI, automation, agent assist, and other contact center technologies

Cross-Functional Partnership

• Partner closely with Member Care leadership and other key stakeholders to support business needs and platform improvements

• Translate business requirements into scalable contact center system solutions

• Act as an internal subject matter expert for contact center systems and platform capabilities

• Communicate system updates, risks, dependencies, and recommendations clearly to leadership

• May take on broader ownership, mentorship, or leadership responsibilities as the function grows

Qualifications:

• 5+ years of experience in contact center systems administration, telephony, or related platform ownership roles

• Strong hands-on experience administering Zoom Contact Center 

• Experience supporting phone system migrations

• Experience designing and maintaining IVRs, call flows, queues, skills, routing logic, and telephony configuration in a contact center environment

• Experience with contact center reporting, dispositions, performance metrics, and dashboards

• Strong understanding of contact center operations and how system design impacts service levels, efficiency, and member experience

• Experience with telephony provisioning, business hours, failover, overflow, callback configuration, and user administration

• Experience partnering cross-functionally with operations, technical teams, vendors, and business stakeholders

• Strong troubleshooting, problem-solving, and documentation skills

• Ability to manage multiple priorities in a fast-paced, evolving environment

• Experience supporting automation or AI-assisted workflows in a contact center environment

• Demonstrated leadership potential, including experience mentoring others, leading workflows, or taking ownership beyond core individual contributor responsibilities