Director of Contact Center Platforms

Our Story TopDog Law is not your typical law firm. We're a nationally scaling personal injury firm built for impact and growth — owning the client experience end-to-end, from marketing and intake through litigation. 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 firm operations, case management, and national scale — intentionally building the infrastructure, systems, and teams to grow without sacrificing quality, culture, or accountability. We are a fully remote team that share trust, open communication, and a commitment to doing great work. If you love ownership, thrive in a fast-moving environment, and want to help build something exceptional, you'll feel right at home here. The Opportunity TopDog Law is building a modern contact strategy operation, and Genesys Cloud is becoming one of the most important platforms behind how prospective clients, current clients, and our teams connect. We are looking for a Director of Contact Center Platforms who can build the team, operating discipline, and technical execution required to make Genesys a reliable, scalable, high-performing part of the business. This is a build-and-lead role for someone who is equally comfortable setting standards, developing technical talent, and getting hands-on in the platform. You will lead our Genesys Administrators/Engineers while remaining close enough to the work to design, troubleshoot, review, and help deliver complex solutions across routing, outbound dialing, telephony, integrations, recording, digital channels, automation, and AI. The Director of Contact Center Platforms will set the business priorities, target outcomes, and Genesys technical roadmap. Your job is to turn that direction into an executable plan, lead the team responsible for delivery, own the day-to-day health and governance of the platform, and make sure Genesys consistently delivers the capabilities and performance the business expects. This is a business-owned platform function that will operate in close partnership with IT, Salesforce, Data Engineering, Legal, Operations, and our external technology partners. What You Will Own Build and Lead the Genesys Function Build, lead, and develop the Genesys Administrators/Engineers responsible for the day-to-day administration, engineering, support, and enhancement of the platform. Create clear ownership, operating rhythms, technical standards, documentation expectations, and escalation paths so the team can move quickly without sacrificing quality or control. Be hands-on in Genesys Cloud. Review and contribute to complex configuration, Architect flows, routing strategies, outbound solutions, integrations, and technical troubleshooting when the situation requires it. Assess the skills, capacity, and coverage required to support the platform as TopDog Law grows, and recommend the right future team structure based on actual business demand and technical complexity. Develop technical bench strength, cross-training, and succession coverage so critical platform knowledge is not concentrated with any one person. Turn the Roadmap Into Delivery Translate the Genesys roadmap and priorities established by the VP of Contact Strategy into clear implementation plans with owners, dependencies, milestones, testing requirements, and measurable outcomes. Coordinate releases and major changes across business teams, IT, Salesforce, Filevine, Data Engineering, carriers, Genesys, and implementation partners. Make sure new capabilities are not simply deployed, but tested, documented, communicated, adopted, and measured against the intended business outcome. Own the Platform Day to Day Own the reliability, stability, performance, and operational health of Genesys Cloud across the organization. Oversee and continuously improve Architect flows, IVR logic, queues, skills, routing, priorities, overflow strategies, callbacks, outbound campaigns, dialing strategies, digital channels, recording, and other platform configurations. Maintain clear, current documentation for critical flows, integrations, policies, configurations, dependencies, and support procedures. Establish proactive platform-health reviews and identify risks, recurring defects, capacity constraints, or configuration issues before they materially impact employees or clients. Lead Incidents, Change, and Problem Management Serve as the senior owner for major Genesys incidents and recurring platform problems, ensuring the right teams are engaged and the issue is driven to resolution end to end. Establish practical change-management, testing, approval, deployment, rollback, and post-release validation standards for production changes. Review Genesys releases and feature changes, determine business impact, and coordinate testing, communication, or configuration updates when needed. Create clear escalation paths and accountability with Genesys, telecommunications carriers, implementation partners, Salesforce teams, and other vendors involved in the platform. Connect Genesys to the Rest of the Business Own the Genesys side of integrations with Salesforce, Filevine, data platforms, telecommunications carriers, messaging providers, and other enterprise systems. Lead the design and support of data actions, APIs, webhooks, screen pops, workflow automations, data lookups, synchronization processes, and other cross-platform capabilities. Make ownership across Contact Strategy, IT, vendors, and business teams explicit so cross-system issues do not stall because responsibility is unclear. Drive Business Performance and Client Experience Partner with Intake, Client Success, Workforce Management, Quality Assurance, Learning & Development, Analytics, Legal, and other teams to turn operational problems into effective Genesys solutions. Use the platform to improve the metrics that matter to the business, including speed to lead, answer rate, contact rate, outbound productivity, abandonment, callback completion, transfer success, conversion, and employee productivity. Improve the client experience by making it easier to reach TopDog Law, get to the right person, receive timely callbacks, and move through interactions with fewer unnecessary transfers or delays. Identify and implement high-value opportunities involving live transcription, call summaries, Agent Assist, AI routing, speech and text analytics, automated wrap-up, workflow automation, and other Genesys capabilities. Protect the Business Through Strong Governance Translate approved Legal and Compliance requirements into reliable platform controls related to calling hours, consent, call recording, data retention, do-not-call processes, permissions, and client communications. Maintain strong governance around administrative access, configuration changes, recording policies, integrations, credentials, and other high-risk platform components. Partner with IT and Security to ensure the Genesys environment aligns with enterprise security, identity, data-handling, and access-management standards. Surface material platform, compliance, capacity, vendor, or integration risks early and bring forward clear recommendations and next steps. What You Bring Required: 7+ years of progressive experience in contact center technology, CCaaS, telecommunications, platform engineering, or a related field, including significant hands-on responsibility in production contact center environments. 5+ years of hands-on Genesys Cloud CX administration, architecture, or engineering experience, with deep expertise in Architect flows, IVR logic, routing, queues, skills, priorities, overflow strategies, and multi-queue environments. Demonstrated experience leading, mentoring, or building technical teams responsible for contact center platforms, administration, engineering, or support. Strong experience with outbound dialing and campaign management, including contact lists, pacing modes, callbacks, callable-time controls, compliance settings, and performance optimization. Strong working knowledge of contact center telephony, including SIP, carriers, DID management, call routing, recording, transfers, and troubleshooting complex voice issues. Experience integrating Genesys Cloud with Salesforce or other CRM platforms using data actions, APIs, webhooks, screen pops, workflow automation, and related integration patterns. Ability to translate business requirements into scalable technical solutions and explain complex platform issues, tradeoffs, risks, and recommendations clearly to technical and non-technical stakeholders. Preferred (Nice to Have): Genesys Cloud CX certification at the Professional, Architect, or comparable advanced level. Experience with BYOC, SIP carriers, telecommunications vendors, and enterprise voice troubleshooting. Experience implementing AI-driven contact center capabilities such as Agent Assist, AI routing, speech and text analytics, transcription, automated summaries, or journey orchestration. Who Thrives Here (Core Values) We don't hire on resumes alone. We hire for competence, character, and mindset. Embrace Change: Open to feedback, embracing change, and always asking "what's next?" Committed: You care deeply, have your teammates' backs, and show up to build something lasting. No-Ego Energy: Positive, professional, and solutions-oriented. Drama stays at the door. Ownership: You do what you say, follow through, and treat the business like it's yours. Fast & Hungry: You move with urgency, thrive under high expectations, and are motivated by growth and impact. What We Offer Base Salary: $157,000 and $179,000, commensurate with experience Eligible for performance-based bonus Our job postings reflect the compensation range for the specific market and location of each role. Ranges vary by geography based on local market rates and cost of labor. Benefits include: Medical, dental, and vision insurance, 401(k) with company match, HSA, life insurance, disability coverage, paid time off, and parental leave. Equal Opportunity Employer We are an equal opportunity employer. Employment selection and related decisions are made without regard to age, race, color, national origin, religion, sex, disability, sexual orientation, gender identification, or being a qualified disabled veteran or qualified veteran of the Vietnam era or any other category protected by Federal or State law. Disclaimer: TopDog Technologies, Inc. [TopDog Law, P.A.] [TopDog Law SE, PLLC] ("TopDog") may use artificial intelligence (AI) and automated decision-making tools to assist in screening and evaluating candidates for employment positions, including whether to advance a candidate in the application process. These tools assess job-related qualifications and characteristics—such as work experience, education, and skills relevant to the position as described in the job posting—based on information you provide in your application materials (e.g., resume, application responses, and other submitted materials, if any). All adverse decisions affecting your candidacy are reviewed by a human member of our Talent Acquisition team before being finalized. AI does not make the final decision on your candidacy. If you have questions about this notice, wish to request additional information about how AI was used in a decision affecting you, wish to request correction of inaccurate data, or need a reasonable accommodation that is required by law regarding TopDog Law's use of these tools, please contact: Talent Acquisition Department | #LI-Remote