Senior Genesys Engineer

About this role

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…