Genesys Cloud Administrator

At DK Law, we don’t just represent our clients. We stand with them, all the way. We’re modern injury and accident attorneys who go all the way for every client, from every background. At the heart of our work is a simple but powerful belief: every client’s experience matters, and we honor it as if it were our own. From the very first call to the final resolution, we approach every case with the mindset that it’s going the distance. That same mindset fuels our workplace culture. We’re a team of purpose-driven professionals who care deeply, move fast, and never lose sight of the human side of what we do. If you're passionate about making an impact, growing with a team that values excellence and empathy, and being part of something bigger, we’d love to meet you. About The Role We are seeking a Genesys Cloud Administrator to own and manage our contact center and telephony infrastructure on a day-to-day basis. This role is responsible for the administration, configuration, and troubleshooting of our Genesys Cloud CX contact center platform, its CTI integration with Salesforce (Litify), and our Invoca call tracking system. Our environment processes approximately 200+ inbound calls per day across multiple office lines, with call data flowing through Invoca for marketing attribution, Genesys Cloud CX for call routing and agent management, and Salesforce/Litify as our CRM and legal case management platform. Key Responsibilities Genesys Cloud CX Platform Administration Manage day-to-day Genesys Cloud CX configuration including queues, skills, routing policies, and agent assignments Build, modify, and maintain Architect IVR call flows, schedules, and routing logic Configure and manage DIDs, phone number assignments, and call forwarding rules Monitor real-time and historical contact center metrics (queue wait times, agent utilization, call volumes) Administer wrap-up codes, dispositions, and after-call work configurations Manage user accounts, roles, permissions, and agent licensing within Genesys Cloud CX Troubleshoot call quality issues, dropped calls, and routing failures Manage workforce engagement features including scheduling and adherence monitoring Genesys CTI & Salesforce Integration Administer the Genesys Cloud for Salesforce CTI adapter (purecloud managed package), ensuring reliable call logging and screen pop functionality Configure and maintain Activity Attribute field mappings between Genesys call properties (call.ani, call.callednumber, call.conversationId, etc.) and Salesforce Task fields Expand CTI data capture by mapping additional Genesys interaction attributes (queue name, IVR time, ACD time, agent notes, wrap-up codes) to custom Salesforce fields Ensure call records (Tasks) are properly linked to Contacts and Intake records in Litify Troubleshoot CTI issues including failed screen pops, missing call logs, incorrect field mappings, and agent softphone connectivity Work with Salesforce administrators to build automations (Flows/Triggers) that enrich Intake and Contact records with call data Invoca Call Tracking Integration Manage the Invoca-to-Genesys call routing configuration, including tracking number assignments and ring-to destinations Ensure UTM and marketing attribution data flows accurately from Invoca through to Salesforce Intake records Troubleshoot discrepancies between Invoca call data and Salesforce records Coordinate with marketing on tracking number provisioning, campaign setup, and promo number descriptions Monitor Invoca webhook deliveries and integration health Internal Support & Tickets Serve as the primary point of contact for all phone system and contact center related tickets Respond to agent-reported issues (softphone problems, call transfer failures, login issues, audio quality) Handle requests for new queue creation, IVR changes, schedule modifications, and routing adjustments Onboard new agents into Genesys Cloud CX and configure their CTI softphone setup in Salesforce Document system configurations, procedures, and troubleshooting guides Required Qualifications 7+ years of hands‑on experience administering Genesys Cloud CX (formerly PureCloud), including Architect IVR flows, queue management, ACD routing, and workforce engagement features 2+ years of experience configuring and troubleshooting Genesys CTI integrations with Salesforce, including the Genesys Cloud for Salesforce managed package (purecloud), Activity Attribute mappings, Interaction Attribute screen pops, and call activity logging 2+ years of experience with Salesforce administration, including custom objects, custom fields, Flows, and managed package configuration Working knowledge of Invoca or similar call tracking platforms (CallRail, Marchex, DialogTech) Understanding of telephony concepts: SIP trunking, PSTN, DIDs, ANI/DNIS, IVR, ACD, call forwarding, and call recording Experience with Salesforce Task/Activity record management and understanding of WhoId/WhatId relationships Strong troubleshooting skills with the ability to trace data flows across multiple integrated systems (Invoca → Genesys → Salesforce) Preferred Qualifications Genesys Cloud Certified Professional (GCP) certification Salesforce Administrator certification Experience with Litify or other legal CRM platforms built on Salesforce Familiarity with marketing attribution concepts (UTM parameters, GCLID, multi-touch attribution) Experience managing Salesforce managed packages from multiple vendors (Genesys purecloud, RingCentral rcsfl, Invoca Exolytix) Understanding of webhook integrations, REST APIs, and event-driven architectures Experience with workforce management (WFM) and quality management within Genesys Cloud CX Familiarity with AWS services (Lambda, EventBridge, API Gateway) is a plus Experience in a legal or professional services contact center environment Technical Environment Contact Center Platform: Genesys Cloud CX CTI Adapter: Genesys Cloud for Salesforce (purecloud managed package) CRM: Salesforce / Litify (legal case management) Call Tracking: Invoca (Exolytix Salesforce package) Telephony: SIP trunking, 300+ Invoca tracking DIDs, 4 primary Genesys office lines Cloud Infrastructure: AWS (Lambda, EventBridge, API Gateway, Redshift) Equal Opportunity Employer Statement The Company is an equal opportunity employer and considers all qualified applicants without regard to any characteristic protected under applicable federal, state, and/or local law or ordinance, including, without limitation, race, color, religion, creed, sex, gender, gender identity, gender expression, pregnancy, childbirth, breastfeeding or related medical conditions, marital status, registered domestic partner status, family‑care status, veteran status, military status, age, national origin or ancestry, physical or mental disability, medical condition, genetic information, or sexual orientation. Benefits Firm‑paid medical, dental, vision, and life insurance after 60 days 401(k) with 3% company match after 1 year 2 weeks of PTO after 90 days Access to our state‑of‑the‑art on‑site gym Career pathing and development opportunities A passionate, driven team that actually enjoys working together Schedule Monday – Friday 8‑hour shift 100% in‑office The Pay Range for This Role Is 125,000 - 170,000 USD per year (Corporate Office) #J-18808-Ljbffr DK Law - Injury, Accident, and More