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 ourcontactcenter 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/Litifyas our CRM and legal case management platform.

Key Responsibilities

• 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
• Manageworkforceengagementfeaturesincludingschedulingandadherence monitoring
• 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.called number, call.conversation
  
  Id, etc.) and Salesforce Task fields
• Expand
  
  CTI datacapturebymapping additional
  
  Genesys interaction attributes(queuename, 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 issuesincludingfailedscreenpops, missingcalllogs, incorrect field mappings, and agentsoftphone connectivity
• Work with Salesforce administrators tobuild automations (Flows/Triggers) that enrich
  
  Intakeand
  
  Contact records with call data

InvocaCall Tracking Integration

• Manage the Invoca-to-Genesyscall 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 setupin 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…