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.