Zoom Administrator

Yodlee

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