Contact Center Platform Lead

**The Opportunity: Join TopDog Law and Build Something Meaningful** ------------------------------------------------------------------- This role is an opportunity to: * Join a rapidly growing national firm at a formative stage * Make a visible, measurable impact on a rapidly growing business * Grow your skills, responsibility, and influence as the firm scales * Work alongside high\-caliber, mission\-driven teammates who care deeply about doing great work We are looking for people who don’t just want a job, they want purpose and impact. **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