Remote Senior Genesys Engineer — Platform & AI Leader

Topdog Law, Llc

United States

Remote

USD 120,000 - 190,000

Full time

4 hours ago

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Job summary

TopDog Law is seeking a Senior Genesys Engineer to own the Genesys Cloud platform end-to-end. This high-impact role requires hands-on engineering, architectural design, and cross‑functional collaboration across IT, data, and operations.

The position is fully remote and supports national scale across the firm’s contact strategy operations. You will lead technical direction, mentorship, and delivery of complex telephony and digital-channel solutions, partnering with stakeholders to drive

Qualifications

7+ years of progressive experience in contact center technology or CCaaS-related fields.
Experience with telecommunication systems, platform engineering, or related domains is required.
Strong technical leadership and mentoring abilities.

Responsibilities

Serve as the senior hands-on engineer and primary technical escalation point for Genesys Cloud.
Design, configure, maintain, and optimize Architect flows, IVR logic, queues, routing, and related capabilities.
Identify platform risks and technical debt before they impact users or business.
Engineer routing, outbound campaigns, and agent workflows to improve key metrics.
Troubleshoot complex voice and call-delivery issues across Genesys and related systems.
Build integrations and automation with Salesforce, Filevine, and other enterprise systems.
Lead technical incidents, change, and release execution with governance and best practices.
Translate roadmap into designs, estimates, dependencies, and measurable deliverables.
Advance AI, automation, and platform capability within Genesys, including Agent Assist and analytics.