Contact Center Platform Analyst

The Company

Dexcom Corporation (NASDAQ DXCM) is a pioneer and global leader in continuous glucose monitoring (CGM). Dexcom began as a small company with a big dream: To forever change how diabetes is managed. To unlock information and insights that drive better health outcomes. Here we are 25 years later, having pioneered an industry. And we're just getting started. We are broadening our vision beyond diabetes to empower people to take control of health. That means personalized, actionable insights aimed at solving important health challenges. To continue what we've started: Improving human health.

We are driven by thousands of ambitious, passionate people worldwide who are willing to fight like warriors to earn the trust of our customers by listening, serving with integrity, thinking big, and being dependable. We've already changed millions of lives and we're ready to change millions more. Our future ambition is to become a leading consumer health technology company while continuing to develop solutions for serious health conditions. We'll get there by constantly reinventing unique biosensing-technology experiences. Though we've come a long way from our small company days, our dreams are bigger than ever. The opportunity to improve health on a global scale stands before us.

Meet the team:

Dexcom has been ranked in the Top 10 on Forbes “Best Customer Service” list 2 years in a row. The Technical Support team is redefining how MedTech support is delivered, customer obsessed, technology first and outcome driven. We’re building intelligent support layers that guide patients, providers, and partners through seamless journeys anchored on customer success.

The Technical Support organization enables Dexcom to deliver consistent, high-quality support experiences to customers worldwide by combining operational excellence with innovative service capabilities.

The Digital Enablement function acts as the strategic connector across Technical Support, IT, Product, Customer Experience, and Data organizations. The team is responsible for translating business needs into scalable solutions that improve customer experience, streamline agent workflows, increase operational efficiency, and accelerate digital transformation. Through expertise in customer support platforms, analytics, automation, AI, and experience design, the team helps shape the future of Technical Support at Dexcom.

This role is focused on contact center platform capability, configuration, routing, and operational performance. It partners closely with service design, systems integration, IT, Product, Data, Operations, and Architecture teams to ensure digital support capabilities translate into usable workflows and measurable outcomes.

Where you come in:

• You support configuration, analysis, optimization, and continuous improvement of Genesys Cloud CX capabilities, including queues, routing, IVR flows, skills, schedules, prompts, and digital engagement workflows.
• You partner with IT, Product, Technical Support Operations, Architecture, Data, and Training teams to improve contact center capabilities and prepare changes for operational adoption.
• You analyze call flows, routing logic, IVR experiences, queue structures, service levels, queue health, workforce management inputs, and interaction outcomes to identify improvement opportunities.
• You identify platform and process opportunities that reduce customer effort, improve first-contact resolution, increase agent productivity, and strengthen operational performance.
• You support implementation of new or improved capabilities across voice, chat, messaging, bots, guided workflows, and other digital support channels.
• You partner with Salesforce Service Cloud, integration, reporting, and workflow teams to optimize the end-to-end agent experience and preserve context across systems.
• You evaluate platform performance, queue health, service levels, containment or transfer patterns, and interaction outcomes using available operational and platform data.
• You support requirements documentation, test planning, validation, release readiness, and deployment of contact center platform changes.
• You document business requirements, platform configurations, routing decisions, operational processes, dependencies, and change impacts.
• You help identify automation, routing, and workflow opportunities that reduce avoidable effort, improve first-contact resolution, and support measurable service outcomes.
• You collaborate with global teams supporting Genesys Cloud CX, Salesforce Service Cloud, CallMiner, workforce management, reporting, and other Technical Support platforms.

What makes you successful:

• You have experience supporting Genesys Cloud CX or similar contact center platforms.
• You have a strong understanding of contact center operations, routing strategies, IVR design, and omnichannel customer support.
• You have experience working with workforce management, queue management, or contact center performance metrics.
• You can translate operational needs into technology and platform improvements.
• You have strong analytical and problem-solving skills.
• You are comfortable working across Operations, IT, Product, and Architecture teams.
• You have experience with Salesforce Service Cloud integrations (preferred).
• You are familiar with customer support technologies such as CallMiner, IVR platforms, digital channels, workforce management, and reporting tools (preferred).
• You have strong communication and stakeholder management skills.

What you’ll get:

• Comprehensive onboarding and training on the job.
• Opportunity to work in a diverse and inclusive environment withcolleagues representing 45different nationalities.
• Hybrid working model, offering the flexibility to work both remotely and in a modern, well-equipped office space.
• 5 additional vacationdays, with potential for more for parents, students, and other cases with approval.
• Opportunity to work from other countries for up to 30 days per year.
• Health Insurance including reduced premiums available for dependents.
• Life and Accident insurance coverage.
• 3rd Pillar Private Pension plan.
• Health and Wellness programs, including access to online coaching and therapy sessions
• Fertility, Family-Forming, Menopause and Men’s health support services.
• Regular team-building events that foster collaboration and connection.
• Best-in-class training and career development programs.
• Exclusive discounts on restaurants, spas, clothing, gyms, entertainment, and more.
• Access to a fitness tracking app with rewards for staying active.
• Free parking space at thecity center officelocation.

Travel Required:

• 15-25%

Experience and Education Requirements:

• Typically requires a Bachelor’s degree in a technical discipline, and a minimum of 2-5 years related experience or a Master’s degree and 0-2 years’ equivalent experience.

Flex Workplace:

• Your primary location will be an office, based in Vilnius. You will not have an assigned workstation and will work with your manager to determine office visit needs. You must live within commuting distance of your assigned Dexcom site.

To all Staffing and Recruiting Agencies: Our Careers Site is only for individuals seeking a job at Dexcom. Only authorized staffing and recruiting agencies may use this site or to submit profiles, applications or resumes on specific requisitions. Dexcom does not accept unsolicited resumes or applications from agencies. Please do not forward resumes to the Talent Acquisition team, Dexcom employees or any other company location. Dexcom is not responsible for any fees related to unsolicited resumes/applications.

AI in Hiring Notice: We may use AI supported tools to help make our hiring process more efficient, consistent, and accessible for candidates around the world. All hiring decisions are made by people.

At Dexcom, we are committed to providing a fair and inclusive recruitment process, and welcome candidates of all genders and gender identities to apply. If any wording in this description appears unintentionally gendered or exclusionary, please be assured this is not intentional.

Should a reasonable accommodation be necessary to aid a disability, requests should be sent to Dexcom Talent Acquisition at [email protected].

The monthly base salary for this position is from €3,102.50 to €4,015.00 gross. Final offer will depend on your qualifications, competencies, and professional experience.