Contact Center Platform Lead

TopDog Law

Contact Center Platform Lead optimizing Genesys Cloud CX and Salesforce integration for TopDog Law. Architecting, configuring, and enhancing contact center technology in a dynamic environment.

Posted 4/4/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $90,000 - $110,000 per yearWebsite

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

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
Manage user provisioning, roles, permissions, and security settings
Partner closely with Operations, Workforce Management, and Leadership to optimize contact center performance
Design routing strategies that support business priorities
Implement test-and-learn frameworks for IVR and routing improvements
Own and maintain integrations between Genesys Cloud CX and enterprise platforms, including Salesforce
Configure and manage Agent Assist tools, AI routing, speech and text analytics
Ensure TCPA, HIPAA/PII, and industry compliance within routing and recording configurations
Build and maintain Genesys dashboards and support reporting needs

Requirements

What you’ll need

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.

Benefits

Comp & perks

Health insurance
401(k) matching
Flexible work hours
Paid time off
Remote work options

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Genesys Cloud CXArchitect flowsIVR logicrouting strategiesuser provisioningAgent Assist toolsspeech analyticstext analyticsAPI integrationsoutbound dialing campaigns

Soft Skills

collaborationcommunicationproblem-solvingleadershipperformance optimizationstrategic thinkingdata analysisproject managementadaptabilitystakeholder engagement