Jobs at Ovation Law Firm

Leads the buildout of a contact center Workforce Management function, including forecasting, capacity planning, scheduling, real-time staffing, adherence, analytics, dashboards, and workforce technology. Recruits and manages WFM personnel, implements Five9 WFM, and partners cross-functionally to align staffing with revenue, service levels, and operational goals.

Edit, version, and deliver multiple paid video ad assets weekly for Meta, YouTube, and other platforms. Apply performance-based editing practices to improve hooks, pacing, and clarity; iterate quickly using feedback and performance data; maintain organized project files and exports; and use AI-assisted tools to improve efficiency. The role requires strong English and Spanish proficiency, Adobe Premiere Pro expertise, reliable technical equipment, and availability during U.S. Pacific Time business hours.

Own Salesforce platform engineering for intake, case management, and marketing attribution workflows. Develop Apex classes, triggers, asynchronous jobs, Lightning Web Components, REST integrations, and data architecture solutions. Manage SOQL, SOSL, platform events, change data capture, testing, source-driven development, version control, deployments, sandbox refreshes, and data seeding. Collaborate with administrators, attorneys, operations, intake managers, and data teams to deliver scalable and reliable Salesforce solutions.

Build and lead a contact center Workforce Management function from the ground up. Responsibilities include forecasting, capacity planning, scheduling, real-time staffing management, adherence monitoring, workforce technology ownership, analytics, dashboards, and executive reporting. The role also recruits and manages WFM staff and partners cross-functionally to align staffing with lead volume, service levels, productivity, and revenue goals.

Provides real-time operational support to Intake Specialists while handling calls. Answers intake, disposition, SOP, and process questions; assists with routine escalations; supports new hires; reinforces process changes; identifies SOP gaps and recurring frontline issues; and escalates complex matters to leadership. The role requires strong English communication, sound judgment, process knowledge, independent remote work, and the ability to balance SME duties with production responsibilities.

Serve as primary client contact for Lemon Law and personal injury cases: coordinate case progression, collect and organize documents, schedule deadlines and appointments, draft and assist with filings, support attorneys, and maintain excellent client communication and service throughout the legal process.

Owner of full-stack, high-traffic consumer web applications: design, build, deploy, and maintain Node.js APIs and responsive front-ends, manage integrations (Salesforce, data warehouses), optimize performance and security, administer infrastructure, implement analytics and ETL pipelines, and mentor other developers.

Lead configuration, optimization, and implementation of Salesforce, Five9, and related systems. Translate business requirements into technical solutions, manage cross-functional projects end-to-end, improve workflows and reporting, drive user adoption, and manage vendor integrations to enhance contact center and CRM performance.