Director of Contact Strategy Platforms

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $157k - $179k / year

⏰ Full Time

🔴 Lead

👔 Director

👻 Ghost score 4%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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TopDog Law

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2019

💼 Consulting

📣 Marketing

⚖️ Legal

Consulting • Marketing • Legal

TopDog Law is a national marketing network and personal injury law firm brand that connects injured individuals with local counsel across the United States. The organization (including Helm Law Group, LLC) focuses on accident and injury cases — car and truck accidents, medical malpractice, birth injuries, nursing home abuse, sexual abuse, slip-and-fall, workers' compensation, and wrongful death — offering free case reviews and contingency-fee representation. TopDog Law operates a network of partner firms licensed in different states, maintains multiple offices nationwide, and emphasizes client communication, advertising-driven outreach, and connecting clients to local licensed attorneys.

📋 Description

• Build, lead, and develop the Genesys Administrators/Engineers responsible for platform administration, engineering, support, and enhancement • Create ownership structures, operating rhythms, technical standards, documentation expectations, and escalation paths • Review and contribute to complex Genesys Cloud configuration, Architect flows, routing strategies, outbound solutions, integrations, and technical troubleshooting • Assess platform support skills, capacity, coverage, and future team structure • Develop technical bench strength, cross-training, and succession coverage • Translate the Genesys roadmap into 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 • Ensure new capabilities are tested, documented, communicated, adopted, and measured • Own the reliability, stability, performance, and operational health of Genesys Cloud • Oversee and improve Architect flows, IVR logic, queues, skills, routing, priorities, overflow strategies, callbacks, outbound campaigns, dialing strategies, digital channels, and recording • Maintain current documentation for critical flows, integrations, policies, configurations, dependencies, and support procedures • Establish proactive platform-health reviews and identify risks, defects, capacity constraints, and configuration issues • Serve as senior owner for major Genesys incidents and recurring platform problems • Establish change-management, testing, approval, deployment, rollback, and post-release validation standards • Review Genesys releases and feature changes and coordinate testing, communications, and configuration updates • Create escalation paths and accountability with Genesys, carriers, partners, Salesforce teams, and vendors • Own Genesys integrations with Salesforce, Filevine, data platforms, telecommunications carriers, messaging providers, and enterprise systems • Lead data actions, APIs, webhooks, screen pops, workflow automations, data lookups, and synchronization processes • Partner with operational teams to turn problems into Genesys solutions • Improve speed to lead, answer rate, contact rate, outbound productivity, abandonment, callback completion, transfer success, conversion, and employee productivity • Improve client access, routing, callbacks, and interaction efficiency • Implement live transcription, call summaries, Agent Assist, AI routing, speech and text analytics, automated wrap-up, and workflow automation • Translate Legal and Compliance requirements into controls for calling hours, consent, recording, retention, do-not-call processes, permissions, and client communications • Govern administrative access, configuration changes, recording policies, integrations, credentials, and high-risk platform components • Partner with IT and Security on security, identity, data-handling, and access-management standards • Surface platform, compliance, capacity, vendor, and integration risks with recommendations

🎯 Requirements

• 7+ years of progressive experience in contact center technology, CCaaS, telecommunications, platform engineering, or a related field • Significant hands-on responsibility in production contact center environments • 5+ years of hands-on Genesys Cloud CX administration, architecture, or engineering experience • Deep expertise in Architect flows, IVR logic, routing, queues, skills, priorities, overflow strategies, and multi-queue environments • 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 • Genesys Cloud CX certification at the Professional, Architect, or comparable advanced level (preferred) • Experience with BYOC, SIP carriers, telecommunications vendors, and enterprise voice troubleshooting (preferred) • Experience implementing AI-driven contact center capabilities such as Agent Assist, AI routing, speech and text analytics, transcription, automated summaries, or journey orchestration (preferred)

🏖️ Benefits

• Eligible for performance-based bonus • Medical, dental, and vision insurance • 401(k) with company match • HSA • Life insurance • Disability coverage • Paid time off • Parental leave • Fully remote work arrangement