Contact Center Platform Lead
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Job Description
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.
Responsibilities:
- 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:
- 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:
- Health insurance
- 401(k) matching
- Flexible work hours
- Paid time off
- Remote work options
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