Cloud Telephony & CCaaS Lead

Avrek Law Firm

Newport Beach (CA)

On-site

USD 5,000 - 15,000

Full time

14 days+

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Job summary

Avrek Law Firm is seeking a CCaaS and Cloud Telephony Administrator to own and optimize our voice communications. This on-site contract role requires hands-on management of VoIP, CCaaS, and call center platforms, aligning telephony with intake, marketing, and client engagement.

You will manage caller ID reputation, ensure TCPA and multi-state compliance, and work with carriers to maintain high availability and performance.

Qualifications

5+ years of experience managing CCaaS, VoIP, and call center telephony systems.
Deep expertise in NICE CXone and RingCentral.
Advanced experience with RingCentral CC (NICE CXone Studio scripting required).
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).

Responsibilities

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.
Monitor caller ID reputation, spam labeling, and call blocking.
Lead remediation efforts with carriers and analytics providers.
Implement proactive strategies to improve answer rates and prevent spam tagging.
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.
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.
Monitor call quality, routing, and dialer performance.
Diagnose and resolve delivery, connectivity, and system issues.
Continuously optimize systems to improve efficiency and customer experience.
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.