Contact Center Process & Systems Specialist

Client Operations & Systems Optimization SpecialistAbout WaterworksWhen you see the world's most inspiring homes and hotels, you invariably find Waterworks in the mix. For over 40 years, our designs have elevated the bath and kitchen experience, with exquisite fittings, fixtures, hardware and more. We strive to be participants in exceptional design moments not just through our products, but through how our company name shows up in the world at large.What We ProvideWhat gives us an edge over our competitors is our people. We work in a highly collaborative, creative environment that values each team member's contributions to our mission. We empower our associates with extensive training, career growth opportunities, competitive salaries, bonus potential and a comprehensive benefits package including medical/dental/vision, and 401k retirement savings plan. We offer a generous PTO program (vacation, personal and sick time) with additional perks like some summer half days and a volunteer day. The company observes at least 8 federal holidays throughout the calendar year plus a floating holiday that associates can use at their discretion.The RoleThe Client Operations & Systems Optimization Specialist enhances the efficiency and productivity of Client Services by supporting process improvements, system launches and enhancements, reporting, documentation, and operational efficiency. This role partners with cross-functional teams and department subject matter experts (SMEs) to identify business needs, develop practical solutions, and drive adoption of processes and tools that improve performance, consistency, and the overall client experience.This role is a hybrid role requiring onsite presence a minimum of 3 days per week. Other onsite days may be required as dictated by business.ResponsibilitiesProcess Improvement & DocumentationSupport the review, documentation, and improvement of Client Services processes and workflows.Gather input from team members to identify inefficiencies, recurring issues, manual work, and opportunities for standardization.Create and maintain process maps, SOPs, job aids, checklists, and training materials.Assist in documenting current-state and future-state processes to support operational improvements and system changes.Systems Support & RequirementsServe as the Client Services business systems SME with time split approximately one-third each across M3, Fusion, and Business Intelligence, while providing minimal support for related applications as needed. Adjusting for business needs accordingly.Support gathering, clarifying, and documenting business requirements for system enhancements, reporting needs, and workflow improvements.Assist with user acceptance testing, issue tracking, validation, and post-implementation follow-up.Partner with Client Services SMEs to identify system and process challenges, support corrective actions, and assist with process updates and deployments.Maintain documentation related to system processes, enhancement requests, testing outcomes, and user guidance.Reporting & Operational InsightsSupport reporting and analytics needs by identifying reporting goals, data requirements, and operational metrics.Partner with Business Intelligence and leadership to validate reports, dashboards, and data accuracy.Identify trends, recurring issues, and opportunities for improvement using available operational data.Prepare summaries, updates, and materials that help leadership understand progress, risks, and required decisions.Project Support & Change AdoptionSupport cross-functional initiatives by maintaining project documentation, timelines, action items, risks, and follow-ups.Coordinate feedback from end users before, during, and after implementation to improve adoption and sustainment.Help track business impact, adoption rate, and open issues after changes are implemented.Other duties as assigned.RequirementsBachelor's degree or equivalent experience preferred.3+ years of experience in operations, client services, process improvement, systems support, project coordination, or a related field.Strong organizational, documentation, communication, and follow-up skills.Comfortable working with business systems, reporting tools, Microsoft Office applications, and cross-functional teams.Curious, detail-oriented, service-minded, and able to identify opportunities to simplify and improve work.Ability to work after business hours and weekends to support system upgrades and testing as needed.Hybrid Role – a minimum of 3 days per week at HQ, Danbury, CT.$55,000 - $70,000 a yearOur ValuesBe Authentic: Engage in real conversations. Communicate honestly with respect and professionalism.Raise The Bar: Share ideas to uphold our standard of excellence. Never settle for less than the best.Own It: Be responsible for your results. Empower yourself and others to step forward and lead.Partner For Perfection: Collaborate with peers and teammates to deliver superior service to our clients.Love What You Do & Do What You Love: Generate excitement and enthusiasm for our brand and company.Waterworks is committed to promoting pay equity. Rate of pay is determined based on each individual's experience, qualifications, and the geographic location of the role. Final offer amounts are determined by multiple factors including candidate's experience and expertise and may vary from the amounts listed above.Waterworks is an equal opportunity employer and does not discriminate against any applicant on the basis of race, color, religion, national origin, gender, marital status, age, disability, sexual orientation, military/veteran status, or any other status protected by federal or state law or local ordinance.