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 andtelephony infrastructure on a day-to-day basis. This role is responsiblefor the administration, configuration, and troubleshooting of our Genesys Cloud CX contactcenter platform, its CTI integrationwith Salesforce (Litify), and ourInvoca 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 managementplatform.
KeyResponsibilities 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 Monitorreal-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 withinGenesys Cloud CX Troubleshoot callquality issues, dropped calls, and routingfailures Manageworkforceengagementfeaturesincludingschedulingandadherence monitoring Administer the Genesys Cloud forSalesforce CTI adapter (purecloud managedpackage), ensuring reliablecall loggingand screen pop functionality Configure and maintain ActivityAttribute field mappings between Genesys call properties(call.ani, call.callednumber, call.conversationId, etc.) and Salesforce Task fields ExpandCTI datacapturebymapping additionalGenesys interactionattributes(queuename, IVR time, ACD time, agentnotes, wrap-up codes) to customSalesforce fields Ensure callrecords (Tasks) are properly linked toContacts and Intake records inLitify Troubleshoot CTI issuesincludingfailedscreenpops, missingcalllogs, incorrectfield mappings, and agentsoftphone connectivity Work with Salesforce administrators tobuild automations (Flows/Triggers) that enrichIntakeandContactrecords with call data Invoca
Call Tracking Integration Manage the Invoca-to-Genesyscall routing configuration, including tracking number assignmentsand ring-to destinations Ensure UTM and marketing attribution data flowsaccurately from Invoca through toSalesforce Intake records Troubleshoot discrepancies betweenInvoca call data and Salesforcerecords Coordinate with marketing ontracking number provisioning, campaign setup, and promo number descriptions MonitorInvoca webhook deliveries and integration health Internal Support & Tickets Serve as the primary point of contact for all phone system andcontact 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 systemconfigurations, procedures, and troubleshooting guides RequiredQualifications 7+ years of hands-on experience administering
Genesys Cloud CX
(formerlyPureCloud), including Architect IVR flows, queue management, ACD routing, and workforceengagement features 2+ years of experienceconfiguring and troubleshooting
Genesys CTI integrations
withSalesforce, including theGenesys Cloud for Salesforce managedpackage(purecloud), Activity Attribute mappings, InteractionAttribute screenpops, and callactivitylogging 2+ years of experience with
Salesforce
administration, including custom objects, customfields, Flows, and managed packageconfiguration Working knowledge of
Invoca
or similar call tracking platforms (CallRail, Marchex, DialogTech) Understandingof telephony concepts: SIP trunking, PSTN, DIDs, ANI/DNIS, IVR, ACD, call forwarding, and callrecording Experience withSalesforce Task/Activityrecord management and understandingof WhoId/WhatIdrelationships Strong troubleshootingskills with the ability to trace data flowsacross multiple integrated systems(Invoca→ Genesys → Salesforce) Preferred Qualifications Genesys Cloud Certified Professional(GCP)
certification Experiencewith
Litify
or otherlegal CRM platforms built on Salesforce Familiarity withmarketing attribution concepts (UTM parameters, GCLID, multi-touchattribution) Experience managingSalesforce managed packages frommultiplevendors(Genesys purecloud, RingCentral rcsfl, Invoca Exolytix) Understanding of webhook integrations, RESTAPIs, and event-driven architectures Experience with workforcemanagement (WFM) andqualitymanagementwithinGenesys Cloud CX Familiarity withAWS services (Lambda, EventBridge, API Gateway) is a plus Experience inalegalorprofessionalservices contactcenter environment Technical Environment CTI Adapter: GenesysCloud forSalesforce(purecloud managedpackage) Call Tracking: Invoca(Exolytix Salesforcepackage) Telephony: SIP trunking, 300+ Invoca tracking DIDs, 4 primaryGenesys office lines 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. Why DK Law? This is a full-time, in-office opportunity at our Costa Mesa HQ, and we’re proud to offer top-tier benefits and a work culture that supports your growth: 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)
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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 andtelephony infrastructure on a day-to-day basis. This role is responsiblefor the administration, configuration, and troubleshooting of our Genesys Cloud CX contactcenter platform, its CTI integrationwith Salesforce (Litify), and ourInvoca 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 managementplatform.
KeyResponsibilities 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 Monitorreal-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 withinGenesys Cloud CX Troubleshoot callquality issues, dropped calls, and routingfailures Manageworkforceengagementfeaturesincludingschedulingandadherence monitoring Administer the Genesys Cloud forSalesforce CTI adapter (purecloud managedpackage), ensuring reliablecall loggingand screen pop functionality Configure and maintain ActivityAttribute field mappings between Genesys call properties(call.ani, call.callednumber, call.conversationId, etc.) and Salesforce Task fields ExpandCTI datacapturebymapping additionalGenesys interactionattributes(queuename, IVR time, ACD time, agentnotes, wrap-up codes) to customSalesforce fields Ensure callrecords (Tasks) are properly linked toContacts and Intake records inLitify Troubleshoot CTI issuesincludingfailedscreenpops, missingcalllogs, incorrectfield mappings, and agentsoftphone connectivity Work with Salesforce administrators tobuild automations (Flows/Triggers) that enrichIntakeandContactrecords with call data Invoca
Call Tracking Integration Manage the Invoca-to-Genesyscall routing configuration, including tracking number assignmentsand ring-to destinations Ensure UTM and marketing attribution data flowsaccurately from Invoca through toSalesforce Intake records Troubleshoot discrepancies betweenInvoca call data and Salesforcerecords Coordinate with marketing ontracking number provisioning, campaign setup, and promo number descriptions MonitorInvoca webhook deliveries and integration health Internal Support & Tickets Serve as the primary point of contact for all phone system andcontact 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 systemconfigurations, procedures, and troubleshooting guides RequiredQualifications 7+ years of hands-on experience administering
Genesys Cloud CX
(formerlyPureCloud), including Architect IVR flows, queue management, ACD routing, and workforceengagement features 2+ years of experienceconfiguring and troubleshooting
Genesys CTI integrations
withSalesforce, including theGenesys Cloud for Salesforce managedpackage(purecloud), Activity Attribute mappings, InteractionAttribute screenpops, and callactivitylogging 2+ years of experience with
Salesforce
administration, including custom objects, customfields, Flows, and managed packageconfiguration Working knowledge of
Invoca
or similar call tracking platforms (CallRail, Marchex, DialogTech) Understandingof telephony concepts: SIP trunking, PSTN, DIDs, ANI/DNIS, IVR, ACD, call forwarding, and callrecording Experience withSalesforce Task/Activityrecord management and understandingof WhoId/WhatIdrelationships Strong troubleshootingskills with the ability to trace data flowsacross multiple integrated systems(Invoca→ Genesys → Salesforce) Preferred Qualifications Genesys Cloud Certified Professional(GCP)
certification Experiencewith
Litify
or otherlegal CRM platforms built on Salesforce Familiarity withmarketing attribution concepts (UTM parameters, GCLID, multi-touchattribution) Experience managingSalesforce managed packages frommultiplevendors(Genesys purecloud, RingCentral rcsfl, Invoca Exolytix) Understanding of webhook integrations, RESTAPIs, and event-driven architectures Experience with workforcemanagement (WFM) andqualitymanagementwithinGenesys Cloud CX Familiarity withAWS services (Lambda, EventBridge, API Gateway) is a plus Experience inalegalorprofessionalservices contactcenter environment Technical Environment CTI Adapter: GenesysCloud forSalesforce(purecloud managedpackage) Call Tracking: Invoca(Exolytix Salesforcepackage) Telephony: SIP trunking, 300+ Invoca tracking DIDs, 4 primaryGenesys office lines 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. Why DK Law? This is a full-time, in-office opportunity at our Costa Mesa HQ, and we’re proud to offer top-tier benefits and a work culture that supports your growth: 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)
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