Job Description

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

Department: IT

Employment Type: Contract / Temp

Location: California

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

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