Director of Contact Strategy Platforms

📋 Description

• Lead a team of Genesys administrators and engineers; establish ownership, rhythms, standards, and
• Remain hands-on with Genesys Cloud configuration, Architect flows, routing, outbound, integrations
• Translate strategic Genesys priorities into detailed implementation plans with milestones and
• Coordinate major releases and platform changes with cross-functional teams and partners.
• Own reliability, performance, and health of Genesys Cloud; optimize IVR, queues, routing, and
• Establish platform-health reviews; address defects, capacity constraints, and risks proactively.

🎯 Requirements

• 7+ years in contact center tech, CCaaS, telecom, or related field with hands-on production
• 5+ years in Genesys Cloud CX administration/architecture with Architect, IVR, routing, and
• Leadership experience mentoring/building technical teams in contact center platforms.
• Strong outbound dialing and campaign management experience; compliance and performance optimization.
• Deep understanding of contact center telephony, SIP, carriers, DID management, routing, recording
• Experience integrating Genesys Cloud with CRM platforms via APIs, webhooks, data actions, and

🎁 Benefits

• Base salary of $157,000–$179,000, commensurate with experience.
• Eligibility for a performance-based bonus.
• Medical, dental, and vision insurance; 401(k) with company match; HSA.
• Life and disability insurance; paid time off; parental leave.
• Fully remote work environment.
• Opportunity to lead and grow a technical team; exposure to large-scale tech and AI capabilities.