CCaaS & Cloud Telephony Administrator - (Contract/On-Site)
Responsibilities
- Telephony & CCaaS Ownership
- Own and manage all VoIP, CCaaS, and contact center platforms (e.g., NICE CXone, RingCentral)
- Design, implement, and optimize call flows, routing, IVRs, queues, and dialer strategies
- Support and enhance inbound and outbound call center operations
- Ensure high availability, scalability, and performance of voice systems
- Caller ID Reputation & Deliverability
- Maintain and manage caller ID reputation, spam labeling, and call blocking
- Lead remediation efforts with carriers (AT&T, Verizon, T-Mobile) and analytics providers
- Implement proactive strategies to improve answer rates and prevent spam tagging
- Regulatory & Telephony Compliance
- Ensure compliance with TCPA, STIR/SHAKEN, CNAM, 10DLC, and toll-free regulations
- Maintain adherence to multi-state telephony regulations (CA, AZ, NV, OR, TX, UT, WA)
- Oversee Do-Not-Call compliance and lawful dialing practices
- Manage number registration, campaign compliance, and audit readiness
- Serve as the internal authority on telephony compliance and risk mitigation
- Number & Carrier Management
- Oversee procurement, provisioning, porting, and lifecycle management of phone numbers
- Register numbers and use cases with carriers and providers
- Manage carrier relationships, escalations, and issue resolution
- Performance, Troubleshooting & Optimization
- Monitor call quality, routing, and dialer performance
- Diagnose and resolve delivery, connectivity, and system issues
- Continuously optimize systems to improve efficiency and customer experience
- Cross-Functional Leadership
- Partner with IT, Marketing, Intake, and Operations to align telephony with business goals
- Translate technical challenges into clear business impact and solutions
- Provide reporting and strategic recommendations to leadership
- 5+ years of experience managing CCaaS, VoIP, and call center telephony systems
- Advanced experience with RingCentral CC (NICE CXone Studio scripting (required)), with the ability to quickly review, modify, and implement scripting changes
- Strong knowledge of caller ID reputation management and remediation
- Experience with high volume outbound dialing call center
- Proven experience working with telecom carriers and call analytics providers
- Deep expertise in TCPA, Do-Not-Call, and multi-state telephony compliance (CA, AZ, NV, OR, TX, UT, WA) (required)
- Hands-on experience with outbound dialers and call routing logic
- Strong troubleshooting and problem-solving capabilities in complex telephony environments
- Excellent communication and cross-functional collaboration skills
- Deep hands-on expertise in API integrations, with the ability to design, implement, and manage secure integrations following best practices and proper documentation standards
Qualifications
About Avrek Law
Avrek Law Firm is a trusted and highly regarded personal injury attorney. With a focus on achieving justice for their clients, they provide aggressive and thoughtful legal representation. If you have been injured in an accident caused by someone else's negligence, Avrek Law Firm is here to help you navigate through the legal process. Their experienced team understands the challenges faced by injured victims during this difficult time, as powerful private interests often stack the legal system against them. Avrek Law Firm levels the playing field by fighting for fair compensation for your injuries. They have a track record of success, having secured over $1 billion for their clients. Most importantly, they work on a contingency basis, meaning you won't pay anything until they win your case.
Contact Avrek Law Firm today for a free consultation and let them fight for the justice you deserve.
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Department IT
Employment Type: Contract / Temp
Location: California
Workplace type: Onsite
Compensation: $5,000 - $15,000 / month
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