[Hiring] Contact Center Platform Lead @TopDog Law

Role Description

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, and 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

Within your first 6–12 months, success in this role looks like:

• You consistently deliver on commitments with minimal oversight
• You proactively identify issues and propose solutions
• Your work raises the bar for quality, clarity, and follow-through
• You are viewed as a reliable, trusted partner by teammates and leaders
• You contribute positively to team energy, morale, and momentum

Qualifications

• 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.

Requirements

• 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

Benefits

• Real growth: As the firm grows, so do opportunities for advancement and leadership
• High standards, real support: Clear expectations, coaching, and accountability
• Culture that matters: Trust, respect, speed, and integrity, without sacrificing humanity
• Meaningful work: Helping people through some of the hardest moments of their lives