Contact Center Platform Lead

TopDog Law

About The Position

We are seeking a highly skilled and strategic lead, Contact Strategy Platforms to implement, administer, and continuously optimize our Genesys Cloud CX platform and our Salesforce omnichannel messaging environment (Twilio). This role is responsible for the architecture, configuration, performance, and ongoing improvement of our contact center technology ecosystem, including voice, digital channels, AI capabilities, and integrations with Salesforce and other enterprise systems. The lead will serve as the technical owner of our contact strategy platforms (CCaaS and UCaaS) and act as a strategic advisor to Operations, Workforce Management, Quality, Marketing, and Executive Leadership. This is a mission-critical role supporting a rapidly scaling, multi-site, omnichannel contact center environment. This role is critical to our success because it: Directly impacts [clients / revenue / case outcomes / team efficiency] Supports speed, quality, and consistency as we scale Helps protect and elevate the TopDog Law brand and client experience Strengthens the foundation needed to grow responsibly and sustainably

Requirements

5+ years of hands-on administration and architecture experience with Genesys Cloud CX in a production contact center environment.
Deep expertise designing and maintaining Architect flows, including IVR logic, advanced routing strategies, error handling, data actions, and flow optimization.
Proven experience building and managing complex routing strategies, including skills-based routing, priority routing, overflow strategies, and multi-queue environments.
Experience configuring and managing outbound dialing campaigns, including campaign management, contact list strategy, pacing modes, compliance settings, and performance optimization.
Strong experience integrating Genesys Cloud CX with Salesforce or other CRM platforms, including screen pops, data actions, API integrations, and workflow automation.
Experience administering omnichannel contact center environments, including voice, SMS, chat, and email routing.
Strong working knowledge of contact center operations and performance metrics, including Service Level, Occupancy, AHT, Abandonment Rate, and Workforce Management principles.
Working knowledge of API integrations, webhooks, and third-party platform integrations.
Demonstrated ability to partner with operations, workforce management, and executive leadership to translate business requirements into technical contact routing strategies.

Nice To Haves

Genesys Cloud CX Certification (Professional or Architect level preferred)
Experience implementing AI-driven contact center capabilities, such as Agent Assist, AI routing, speech analytics, or journey orchestration
Experience working in regulated environments (legal, healthcare, finance)
Experience with Salesforce Service Cloud integrations
Experience with data warehouse integrations and BI reporting environments
Strong communication skills—written and verbal
Ability to think critically, prioritize effectively, and execute with speed
Experience in a fast-growing or high-volume environment
Comfort with ambiguity and evolving systems
Experience in legal, professional services, or client-centric organizations

Responsibilities

Serve as primary administrator for Genesys Cloud CX
Design, configure, and maintain Architect flows (IVR, routing logic, call flows)
Design, configure, and maintain Skills-based routing and queue strategy
Design, configure, and maintain DID strategy and call routing design
Design, configure, and maintain Outbound campaigns and dialer configuration
Design, configure, and maintain Messaging (SMS, web chat, email, social)
Manage user provisioning, roles, permissions, and security settings.
Maintain system documentation and change logs.
Partner closely with Operations, Workforce Management, and Leadership to optimize contact center performance.
Designing routing strategies that support business priorities
Designing routing strategies that support Conversion Rates
Designing routing strategies that support Service levels
Designing routing strategies that support Occupancy
Designing routing strategies that support Queue performance
Designing routing strategies that support Abandonment rates
Design routing logic aligned with business priorities (e.g., catastrophic cases, language-based routing, escalation logic).
Implement test-and-learn frameworks for IVR and routing improvements.
Own and maintain integrations between Genesys Cloud CX and enterprise platforms, including Salesforce (Service Cloud and CRM integrations)
Own and maintain integrations between Genesys Cloud CX and enterprise platforms, including Marketing platforms
Own and maintain integrations between Genesys Cloud CX and enterprise platforms, including Case management systems (e.g., Filevine)
Own and maintain integrations between Genesys Cloud CX and enterprise platforms, including SMS providers and other third-party vendors
Supporting API-based integrations and webhook configurations
Partnering with internal IT teams and implementation vendors on system enhancements
Ensuring reliability and scalability of the platform architecture
Configure and manage Agent Assist tools
Configure and manage AI routing
Configure and manage Speech and text analytics
Configure and manage Journey orchestration
Identify automation opportunities to reduce handle time and improve CX.
Ensure TCPA, HIPAA/PII, and industry compliance within routing and recording configurations.
Maintain call recording policies and retention settings.
Support audit and legal review requests.
Build and maintain Genesys dashboards
Support executive reporting needs.
Partner with Data Engineering to ensure seamless integration between Genesys and our internal data warehouse.
Partner with BI teams for data extraction and warehouse feeds.
Identifying opportunities to improve systems, processes, or outcomes—not just following existing playbooks