Contact Center Platform Lead at TopDog Law

, , United States -

Full Time

Start Date

Immediate

Expiry Date

03 Jul, 26

Salary

110000.0

Posted On

04 Apr, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Genesys Cloud CX, Salesforce, IVR Design, Routing Strategy, Contact Center Operations, API Integrations, Webhooks, Workforce Management, Data Analytics, AI Routing, Speech Analytics, Outbound Campaigns, Omnichannel Messaging, Compliance, Technical Architecture, Project Management

Industry

Law Practice

Description

What You’ll Do Platform Ownership & Administration Serve as primary administrator for Genesys Cloud CX Design, configure, and maintain: Architect flows (IVR, routing logic, call flows) Skills-based routing and queue strategy DID strategy and call routing design Outbound campaigns and dialer configuration Messaging (SMS, web chat, email, social) Manage user provisioning, roles, permissions, and security settings. Maintain system documentation and change logs. Contact Strategy & Routing Optimization Partner closely with Operations, Workforce Management, and Leadership to optimize contact center performance. Designing routing strategies that support business priorities Conversion Rates Service levels Occupancy Queue performance 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. Integrations & Systems Architecture Own and maintain integrations between Genesys Cloud CX and enterprise platforms, including: Salesforce (Service Cloud and CRM integrations) Marketing platforms Case management systems (e.g., Filevine) SMS providers and other third-party vendors Responsibilities include: 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 AI & Automation Configure and manage: Agent Assist tools AI routing Speech and text analytics Journey orchestration Identify automation opportunities to reduce handle time and improve CX. Compliance & Risk Management 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. Reporting & Analytics 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 At TopDog Law, everyone is expected to think critically, communicate clearly, and take ownership of their work. How This Role Drives the Business 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 What Success Looks Like 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 Required: 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 Have: 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 About TopDog Law TopDog Law is a nationally scaling, fully-integrated, personal injury law firm built for impact, excellence, and growth. We own the client experience end-to-end, from marketing and intake through litigation, because we believe how we do the work matters just as much as what we achieve. We are building a high-performance, high-trust, no-ego culture where talented people do meaningful work, grow quickly, and take pride in what they build together. This is not a legacy law firm. This is a rocket ship, and we’re assembling the team that will take it to the next level. If you thrive in fast-moving environments, love taking ownership and being held accountable, and want to be part of something you can help shape, not just maintain, you’ll feel right at home here. Our Story TopDog Law is not your typical law firm. We believe that world-class marketing, paired with exceptional legal talent and operations, creates better experiences and outcomes for clients and the business alike. Over the past three years, we’ve grown 2–3x year over year, setting a new standard on the marketing side of the personal injury space and proving what’s possible when strategy, speed, and execution align. Now, we’re applying that same discipline and innovation to law firm operations, case management, and execution as we scale nationally and fully integrate. We are intentionally building the infrastructure, systems, and teams needed to scale at a national level—without sacrificing quality, culture, or accountability. This is still the early stage of that journey, which means the people who join now have a real opportunity to help shape how the firm operates for years to come. Who Thrives Here We don’t hire based on resumes alone. We hire for competence, character, and mindset. You will thrive at TopDog Law if you: Embrace Change You have a growth mindset and seek continuous improvement You welcome feedback and adapt quickly You ask “What’s next?” rather than “That’s not my job” Are Committed to the Organization You care deeply about doing great work You have your teammates’ backs You’re here to build something meaningful and long-lasting Bring an Upbeat, No-Ego Energy You show up positive, professional, and solutions-oriented You enjoy the work and respect the people around you You leave drama, negativity, and ego at the door Take Ownership You do what you say you’ll do You follow through and communicate early when something’s off track You treat the business like it’s yours Fast & Hungry You move with urgency and sound judgment You prioritize progress over perfection You thrive in fast-paced, high-expectation environments You seek feedback, stretch assignments, and more responsibility You’re motivated by growth, impact, and building something bigger than yourself Why TopDog Law 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 Ready to Build With Us? If you’re excited by ownership, accountability, growth, and the chance to help build something exceptional from the ground up - we’d love to hear from you. Apply today and help shape the future of TopDog Law.

Responsibilities

The Contact Center Platform Lead will own the administration, configuration, and optimization of the Genesys Cloud CX platform and its integrations with Salesforce. This role involves designing routing strategies, managing AI and automation tools, and partnering with leadership to improve contact center performance and scalability.