Systems Coordinator, Contact Center

WeightWatchers • NY

89d • $50,000 - $60,000

About The Position

WeightWatchers is a global digital health company and the #1 doctor-recommended behavioral weight health program in the world. We are seeking a highly organized and detail-oriented Systems Coordinator to join our Contact Center Operations team. In this hybrid role, you will serve as the primary administrator for our core contact center technologies, while also managing small to medium-sized projects that drive operational efficiency and enhance the agent and customer experience. The ideal candidate has a strong technical aptitude, a passion for process improvement, and the ability to effectively coordinate across multiple teams in a remote environment.

Requirements

• 2+ years of experience in a systems administration or technical support role, preferably within a contact center environment.
• Hands-on experience with at least one major contact center platform (e.g., Genesys Cloud, AWS).
• Proven ability to manage multiple tasks and projects simultaneously, with a clear understanding of project management principles.
• Strong problem-solving and analytical skills with the ability to interpret data and make data-driven decisions.
• Excellent verbal and written communication skills with the ability to explain complex technical concepts to non-technical audiences.
• A team player who is proactive, self-motivated, and able to work effectively with cross-functional teams in a remote setting.

Nice To Haves

• Certification in a recognized project management methodology (e.g., PMP, CAPM, PRINCE2).
• Experience with AWS and AI Virtual Assistant platforms/flows.
• Familiarity with CRM systems.
• Understanding of Contact Center flows.

Responsibilities

• Serve as the primary system administrator for our contact center platforms, including ACD/IVR system, workforce management software, and quality management tools.
• Manage user accounts, permissions, and skill assignments remotely.
• Configure and maintain call flows, IVR scripts, and routing strategies.
• Troubleshoot and resolve technical issues for contact center staff, escalating to vendors as needed.
• Run and analyze system reports to identify trends, performance issues, and opportunities for optimization.
• Lead small to medium-sized projects related to contact center technology and operations.
• Develop project plans, timelines, and resource requirements.
• Coordinate with internal stakeholders, including IT, training, and leadership.
• Facilitate virtual meetings, provide status updates, and manage project documentation.
• Conduct post-implementation reviews to ensure project goals were met and to identify lessons learned.

Benefits

• Comprehensive benefits package.
• Annual bonus program.

What This Job Offers

• Number of Employees: 1,001-5,000 employees