Contact Center Platform Analyst

• 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.

• 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 with colleagues representing 45 different nationalities.
• Hybrid working model, offering the flexibility to work both remotely and in a modern, well-equipped office space.
• 5 additional vacation days, 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 the city center office location.
  

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.