Contact Center Platform Lead
TopDog Law · US
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 -...
Job description
The Opportunity: Join TopDog Law and Build Something Meaningful This role is an opportunity to: We are looking for people who don’t just want a job, they want purpose and impact. - 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 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 -...