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 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, Mar