Senior Genesys Engineer

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 one of the most important platforms behind how prospective clients, current clients, and our teams connect. We are looking for a Senior Genesys Engineer to serve as the hands-on technical owner of the platform and help us continue building a reliable, scalable, high-performing contact center environment.

This is first and foremost a senior engineering role. The majority of your time will be spent designing, building, configuring, troubleshooting, integrating, testing, and optimizing Genesys Cloud across inbound routing, outbound dialing, telephony, recording, digital channels, automation, AI, and enterprise integrations.

We are looking for someone who knows Genesys deeply and is comfortable owning genes end to end. You will provide technical direction, mentorship, work prioritization, and quality review while remaining the primary senior engineer. The VP of Contact Strategy will set business priorities, target outcomes, and the Genesys technical roadmap; your job is to translate that direction into strong technical solutions and successful delivery in close partnership with IT, Salesforce, Data Engineering, Legal, Operations, and external technology partners.

What You Will Own

Own the Technical Health of Genesys Cloud

• Serve as the senior hands-on engineer and primary technical escalation. point for Genesys Cloud across the organization.
• Design, configure, maintain, and optimize Architect flows, IVR logic, queues, skills, routing, priorities, overflow strategies, callbacks, outbound campaigns, digital channels, recording, user configuration, and related platform capabilities.
• Identify platform risks, recurring defects, configuration issues, and technical debt before they materially affect employees, prospective clients, or current clients.

Engineer Routing, Outbound, and Agent Workflows

• Build and optimize inbound routing strategies that improve accessibility, reduce unnecessary transfers, and connect interactions to the right team quickly and reliably.
• Design and tune outbound campaigns across preview, progressive, and other approved dialing modes, including contact lists, retries, callbacks, callable-time controls, campaign rules, dispositions, and recycle behavior.
• Partner with operations to translate goals such as speed to lead, contact rate, answer rate, callback completion, transfer success, conversion, and agent productivity into effective Genesys solutions.

Own Telephony and Complex Troubleshooting

• Troubleshoot complex voice and call-delivery issues across Genesys, SIP, BYOC, carriers, SBCs, WebRTC, endpoints, networks, call recording, and integrated systems.
• Partner directly with telecommunications carriers, Genesys Support, implementation partners, and IT to drive technical issues through resolution.

Build Integrations, APIs, and Automation

• Own the Genesys side of integrations with Salesforce, Filevine, data platforms, telecommunications carriers, messaging providers, and other enterprise systems.
• Partner with Salesforce, IT, and Data Engineering teams to define clear system ownership, error handling, monitoring, and support models for cross-platform solutions.

Lead Technical Incident, Change, and Release Execution

• Act as the senior technical lead during major Genesys incidents and recurring platform problems, helping organize diagnosis, mitigation, vendor escalation, and permanent resolution.
• Drive root-cause analysis for significant or recurring issues and implement durable fixes rather than relying on repeated workarounds.
• Follow and improve practical standards for development, peer review, testing, deployment, rollback, validation, documentation, and production changes.

Turn the Roadmap Into Working Solutions

• Translate the Genesys technical roadmap and business outcomes established by the VP of Contact Strategy into technical designs, estimates, dependencies, implementation plans, and measurable deliverables.
• Provide strong technical recommendations when multiple solution paths exist, including clear tradeoffs around complexity, reliability, maintainability, cost, and business impact.
• Prototype, test, and validate new Genesys capabilities before broader rollout, and help ensure releases are stable, documented, and measurable after launch.

Advance AI, Automation, and Platform Capability

• Identify and implement high-value opportunities involving live transcription, Agent Assist, AI routing, speech and text analytics, automated summaries, automated wrap-up, workflow automation, and other Genesys capabilities.
• Partner with Operations, Quality Assurance, Learning & Development, and Analytics to use interaction data and AI to improve coaching, quality, decision-making, and client experience.
• Evaluate new Genesys capabilities based on business value and technical fit rather than adopting technology simply because it is available.

Provide Technical Leadership to the Genesys Administrator

• Provide day-to-day technical direction, mentorship, work prioritization, and review for the Genesys Administrator while remaining deeply hands-on in engineering work.
• Delegate appropriate administration and support work, review higher-risk changes, and help the Administrator expand technical depth and independent problem-solving ability.
• Build knowledge redundancy and clear documentation so the platform does not depend on a single individual for critical support or configuration knowledge.
• Create clear escalation boundaries so routine work is handled independently while complex engineering issues are brought forward quickly.

Protect the Business Through Strong Technical Controls

• 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 disciplined governance around administrative access, configuration changes, integrations, credentials, recording policies, and other high-risk platform components.
• Partner with IT and Security to ensure Genesys aligns with enterprise architecture, identity, network, device, security, and data-handling standards

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.
• Strong hands-on experience with outbound dialing and campaign management, including preview/progressive dialing, contact lists, callbacks, callable-time controls, campaign rules, recycle behavior, compliance settings, and performance optimization.
• Strong working knowledge of contact center telephony, including SIP, carriers, DID management, BYOC concepts, call routing, recording, transfers, WebRTC, 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.
• Experience with testing, release management, documentation, production-change controls, monitoring, and technical support practices for mission-critical platforms.
• Experience mentoring, coaching, or providing technical direction to administrators or engineers. Formal people-management experience is helpful but not required.
• High ownership, strong judgment, curiosity, and the ability to operate independently in a fast-growing, high-accountability environment.

Preferred (Nice to Have):

• Genesys Cloud CX certification at the Professional, Architect, Developer, or comparable advanced level.
• Experience with Salesforce Service Cloud, Open CTI or Service Cloud Voice, and CRM-based agent workflows.
• Experience with Terraform, Archy, CI/CD, Genesys Cloud Platform APIs, or other infrastructure/configuration-as-code approaches.
• Experience with BYOC, SIP carriers, SBCs, telecommunications vendors, and enterprise voice troubleshooting.
• Experience implementing AI-driven contact center capabilities such as Agent Assist, AI routing, speech/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 - $179,000, commensurate with experience
• 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 | [[email protected]