Ivinex & RingCentral Contact Center — Automation, VOIP & CRM Integrations
Remote – Philippines | U.S. Eastern Time (ET) hours required
We’re looking for a Technical Onboarding Specialist with strong communication skills and a genuine, admin-level command of contact-center and IVR systems. This is not a “button-clicking” role. We need someone who understands how phone systems, intake platforms, and CRMs connect, how data flows between them, and how to configure reliable call-routing and intake workflows across all of them.
If you’re a systems thinker who enjoys living inside an admin console, solving problems methodically, and guiding non-technical users through their setup, this role is for you.
You’ll support the expansion of our Intake360 service, which provides on-demand reception and intake for U.S.-based law firms. This role focuses on onboarding new firms end to end: standing up their phone system, building their intake scripts, and configuring the platforms that carry a caller from first ring to a signed agreement.
You must be comfortable communicating through email and video calls, as this role involves direct interaction with both staff and clients. Strong communication skills are non-negotiable.
Note: Please do not message our pages or contact the CEO directly. All applications will be reviewed only through the instructions provided below.
About the Company
We are a dynamic network of companies, each offering specialized expertise:
- Turn Key Ops – We provide top-tier virtual staffing solutions that enable businesses to focus on growth across industries such as medical, real estate, legal, and marketing.
- Attorney Assistant – We specialize in virtual assistant services exclusively for law firms, helping them operate more efficiently.
In this role, you’ll support our Intake360 service, working across our contact-center and intake stack — RingCentral, RingCX, Ivinex, PandaDoc, Salesforce, and our AI voice agents — and integrating with client CRM systems such as Salesforce, Litify, Lead Docket, and HubSpot to enable efficient intake workflows and lead management.
About the Role
You will own the technical onboarding of new Intake360 firms from a closed deal all the way to go-live. That means acquiring and configuring their phone numbers and caller IDs, building the queues, campaigns, and call-routing workflows that get each caller to the right destination — a live agent or an AI voice agent — and the handoff rules between them, authoring the intake scripts agents read on every call, and setting up the e-signature templates that turn a qualified lead into a signed client.
This is a client-facing, mid-level technical role. You will work directly with U.S.-based law firms, translate their intake process into a working system, and communicate confidently about technical concepts on client calls. You should be comfortable authoring HTML, navigating Salesforce, and owning a firm’s setup end to end.
You do not write code, build API integrations, or maintain cloud infrastructure — that is our Intake360 Integrations Engineer’s job. What you do own is the conversation between the two: recognizing when a firm’s requirement needs an integration built, specifying it clearly enough to be handed off, and testing the result once it is delivered.
Core Responsibilities
- Lead technical onboarding for new Intake360 firms — taking a firm from a closed opportunity to a fully configured, go-live-ready account, on schedule, across multiple simultaneous onboardings.
- Configure and administer VOIP / contact-center systems at an admin level, primarily RingCentral Contact Center (RingCX) — provisioning numbers, caller IDs, voice queues, outbound campaigns, agent skills, dispositions, call-routing workflows, and the routing records in our agent workspace that must be created by hand, including the bridge records that make them usable.
- Author and maintain Ivinex intake scripts — writing and troubleshooting the HTML that drives script and view rendering, building each script from the firm’s defined case type so that question wording, signing criteria, transfer rules, and review flags stay consistent, and knowing how each answer maps downstream.
- Set up and manage electronic-signature workflows using PandaDoc templates — building reusable agreement templates, mapping fields, and wiring the send/sign process into the intake flow.
- Work within Salesforce to support intake configuration, data mapping, and troubleshooting across the Intake360 objects — keeping configuration data accurate and knowing which system is the source of truth for each record.
- Gather, document, and translate each firm’s intake requirements into a concrete system configuration — case types, routing rules, scripts, agreements, and escalation paths.
- Capture each firm’s AI voice agent preferences and turn them into configuration — what the AI agent collects on a call, and when and how it hands off to a live agent.
- Document platform issues and client feedback as they surface — recording what happened verses the expected result — and work with the engineering team on troubleshooting, adjustments, and vendor escalation.
- Configure automation inside our platforms’ own builders where onboarding requires it — the Ivinex Workflow Editor, RingCX routing workflows, and reading Salesforce flows to understand what a change will affect.
- Turn a firm’s automation requirements into a build-ready request: elicit what they want to happen, express it precisely in conditional terms, identify where our current configuration cannot deliver it, and write a specification covering trigger, inputs, expected outputs, edge cases, and failure behavior for the Intake360 Integrations Engineer — then test and sign off on what comes back.
- Communicate directly with U.S.-based clients and Client Success Managers on calls and over email — providing updates, support, and clear technical guidance, and keeping the technical build aligned with what the firm needs.
- Standardize and document repeatable onboarding patterns — SOPs, go-live checklists, and configuration templates — and verify every build against the checklist before handing a firm over.
- Maintain consistent working hours aligned with U.S. Eastern Time (ET).
Core Qualifications (Must-Have)
- Administrator-level VOIP / contact-center experience — you’ve configured a phone or contact-center system from the back end (RingCentral Contact Center [RingCX] preferred), not just used one as an agent. Comfort with telephony concepts (IVR, call routing, DID, caller ID, queues, dispositions) is expected.
- Ability to author and troubleshoot HTML well enough to build intake scripts and views from scratch and debug one that isn’t rendering or isn’t capturing answers correctly. Comparable template or markup work counts.
- Hands-on Salesforce experience — confident navigating the platform, its objects, and its terminology.
- Exposure to AI voice agents or automated call handling — how they are configured, what they can qualify on their own, and where the handoff to a human agent must happen.
- Hands-on experience setting up an e-signature platform using templates — such as PandaDoc, DocuSign, Dropbox Sign, or HelloSign.
- Ability to troubleshoot logically and independently: forming a hypothesis, isolating variables, and knowing when you have reached the edge of your access rather than guessing.
- A genuine quick learner — our stack is specific and thinly documented, and you’ll be expected to pick up new admin consoles fast, become productive quickly, and write down what you learn.
- Strong understanding of automations and conditional logic (AND, OR, IF, ELSE, evaluation order) at a core level, independent of any single tool, and the ability to specify automation requirements in writing — not just click through a builder.
- Solid grasp of data structures and CRM systems — records, relationships, IDs, and how one system record maps to another.
- Strong organizational skills across multiple simultaneous onboarding projects.
Nice to Have
- Experience with Ivinex or a similar scripting / intake platform.
- Experience working with law firms or legal intake systems.
- Familiarity with legal CRMs: Filevine, Lead Docket, Clio Grow and Manage, Lawmatics, and Litify.
- Prior experience in a remote, client-facing role with U.S.-based teams.
- Experience building multi-step workflows with conditional logic and error handling.
- Experience writing SOPs, runbooks, or go-live checklists from scratch.
- Familiarity with Jira or similar project management tools.
Compensation, and Benefits
- Full-time remote opportunity
- Starts at $10 USD/hour, with a possibility of a pay increase from a performance evaluation
- Must have a reliable device, stable internet connection, and quiet remote work setup.
- PTO, referral incentives, and bonuses where applicable
How to Apply
Please complete the application form linked in this job post.
Note: Applications will only be reviewed through the official application form. Please do not send your application through direct messages, social media pages, or to the CEO directly.
During the application, you may share a portfolio, sample work, website, or relevant project link if you have one. This is optional and not required. Once the Recruitment Team reviews your submission and determines that your profile is a good fit, you’ll receive an email invitation with the next steps.