Teams at Ovation Law Firm

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.