Director of Contact Strategy Platforms

This is a fully remote position, open to applicants in United States.

📋 Description

• Build, guide, and cultivate the team of Genesys Administrators/Engineers tasked with platform administration, engineering, support, and enhancements.

• Establish ownership structures, operational rhythms, technical standards, documentation expectations, and escalation paths.

• Review and contribute to intricate Genesys Cloud configurations, Architect flows, routing strategies, outbound solutions, integrations, and technical troubleshooting.

• Evaluate platform support skills, capacity, coverage, and future team structure.

• Foster technical bench strength, cross-training, and succession planning.

• Convert the Genesys roadmap into actionable implementation plans with designated owners, dependencies, milestones, testing requirements, and measurable outcomes.

• Coordinate releases and significant changes across business teams, IT, Salesforce, Filevine, Data Engineering, carriers, Genesys, and implementation partners.

• Ensure that new capabilities are tested, documented, communicated, adopted, and evaluated.

• Take ownership of the reliability, stability, performance, and operational health of Genesys Cloud.

• Oversee and enhance Architect flows, IVR logic, queues, skills, routing, priorities, overflow strategies, callbacks, outbound campaigns, dialing strategies, digital channels, and recordings.

• Maintain up-to-date documentation for critical flows, integrations, policies, configurations, dependencies, and support procedures.

• Conduct proactive platform-health reviews to identify risks, defects, capacity constraints, and configuration issues.

• Serve as the senior point of contact for major Genesys incidents and recurring platform challenges.

• Establish standards for change management, testing, approval, deployment, rollback, and post-release validation.

• Review Genesys releases and feature changes, coordinating testing, communications, and configuration updates.

• Create escalation paths and accountability with Genesys, carriers, partners, Salesforce teams, and vendors.

• Own the integrations of Genesys with Salesforce, Filevine, data platforms, telecommunications carriers, messaging providers, and enterprise systems.

• Lead data actions, APIs, webhooks, screen pops, workflow automations, data lookups, and synchronization processes.

• Collaborate with operational teams to transform problems into Genesys solutions.

• Enhance speed to lead, answer rate, contact rate, outbound productivity, abandonment, callback completion, transfer success, conversion, and employee productivity.

• Improve client access, routing, callbacks, and interaction efficiency.

• Implement live transcription, call summaries, Agent Assist, AI routing, speech and text analytics, automated wrap-up, and workflow automation.

• Translate Legal and Compliance requirements into controls for calling hours, consent, recording, retention, do-not-call processes, permissions, and client communications.

• Govern administrative access, configuration changes, recording policies, integrations, credentials, and high-risk platform components.

• Partner with IT and Security on standards for security, identity, data handling, and access management.

• Identify platform, compliance, capacity, vendor, and integration risks while providing recommendations.

⛳️ Requirements

• 7+ years of progressive experience in contact center technology, CCaaS, telecommunications, platform engineering, or a related field.

• Significant hands-on experience in production contact center environments.

• 5+ years of practical Genesys Cloud CX administration, architecture, or engineering experience.

• Profound expertise in Architect flows, IVR logic, routing, queues, skills, priorities, overflow strategies, and multi-queue environments.

• Experience in leading, mentoring, or building technical teams responsible for contact center platforms, administration, engineering, or support.

• Strong experience with outbound dialing and campaign management, including contact lists, pacing modes, callbacks, callable-time controls, compliance settings, and performance optimization.

• Solid working knowledge of contact center telephony, including SIP, carriers, DID management, call routing, recording, transfers, 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.

• Ability to translate business requirements into scalable technical solutions and clearly explain complex platform issues, trade-offs, risks, and recommendations to both technical and non-technical stakeholders.

• Genesys Cloud CX certification at the Professional, Architect, or similar advanced level (preferred).

• Experience with BYOC, SIP carriers, telecommunications vendors, and enterprise voice troubleshooting (preferred).

• Experience in implementing AI-driven contact center capabilities such as Agent Assist, AI routing, speech and text analytics, transcription, automated summaries, or journey orchestration (preferred).

🏝️ Benefits

• Eligible for performance-based bonus.

• Medical, dental, and vision insurance.

• 401(k) with company match.

• HSA.

• Life insurance.

• Disability coverage.

• Paid time off.

• Parental leave.

• Fully remote work arrangement.