CCaaS & Cloud Telephony Administrator - (Contract/On-Site)

Avrek Law Firm; California, Northern (MO, KY); Hybrid; USD 56,000 - 167,000; Part time

Job summary

Avrek Law Firm seeks a CCaaS & Cloud Telephony Administrator to own and optimize all voice communications. This contract role requires hands-on management of VoIP, CCaaS, and call center platforms, with regulatory oversight across TCPA and 10DLC.

You will design call flows, optimize dialer strategies, monitor deliverability, and partner with IT, Marketing, Intake, and Operations to drive business goals on-site in California.

Qualifications

• 5+ years of CCaaS and call center telephony experience.
• Deep expertise in NICE CXone and RingCentral.
• Strong knowledge of TCPA and multi-state compliance.
• Hands-on scripting and API integrations.

Responsibilities

• Own and manage VoIP, CCaaS, and contact center platforms.
• Design, implement, and optimize call flows, routing, IVRs, queues, and dialer strategies.
• Ensure high availability, scalability, and performance of voice systems.
• Monitor caller ID reputation, deliverability, and remediation.
• Ensure regulatory compliance (TCPA, Do-Not-Call, 10DLC, CNAM).
• Partner with IT, Marketing, Intake, and Operations to align telephony with business goals.

Skills

CCaaS management

VoIP infrastructure

NICE CXone

RingCentral

TCPA compliance

Do-Not-Call compliance

Outbound dialing

Carrier management

API integrations

Tools

NICE CXone

RingCentral

Job description

CCaaS & Cloud Telephony Administrator - (Contract/On-Site)

Department: IT

Employment Type: Contract / Temp

Location: California

Compensation: $5,000 - $15,000 / month

Description

We are seeking a highly skilled CCaaS and Cloud Telephony leader to own and optimize all voice communications across the organization. This role serves as the single-threaded owner of our telephony ecosystem, combining strategic oversight with hands-on execution.

You will be responsible for call center platforms, VoIP infrastructure, dialer performance, caller ID reputation, and regulatory compliance—ensuring reliable, compliant, and high-performing voice operations that support intake, marketing, and client engagement.

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

• Monitor 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

Qualifications:

• 5+ years of experience managing CCaaS, VoIP, and call center telephony systems
• Deep expertise in platforms such as NICE CXone and RingCentral
• 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
• Ability to work on-site in a California office

What This Role Owns

• Voice infrastructure performance and reliability
• Call deliverability and caller ID reputation
• Regulatory compliance and risk mitigation
• Call center system efficiency and scalability