Senior Systems Administrator - Platform Management

🔥 12 minutes ago

🌐 Argentina, Colombia – Remote

🇦🇷 Argentina – Remote 🇨🇴 Colombia – Remote

💵 $4k - $5k / month

⏰ Full Time

🟠 Senior

⌨️ Systems Administrator

👻 Ghost score 20%

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The Ward Law Group, PL

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2012

👥 B2C

⚖️ Legal

⚕️ Healthcare Insurance

B2C • Legal • Healthcare Insurance

The Ward Law Group, PL is a dedicated personal injury law firm committed to providing expert legal representation for victims of negligence in various injury cases, including car accidents, truck accidents, and wrongful death. With a strong focus on serving the Hispanic community, the firm prides itself on its extensive experience and proven track record of securing over $500 million in settlements for clients. The attorneys at The Ward Law Group emphasize client-focused representation, ensuring each client receives personalized attention throughout the legal process.

📋 Description

• 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

• 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

• Remote work • 40-hour workweek • Independent contractor arrangement • No employee benefits or paid time off