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