IT Operations Specialist

Swooped; United States; Remote; USD 85,000 - 110,000; Full time

Benefits offered by this job

Paid time off

Company laptop

Home internet stipend

Co-working space stipend

401(k) plan

Health insurance

Job summary

Swooped is seeking an IT Operations Specialist to administer and optimize service center platforms and related communications technologies. You will ensure platform reliability, telephony routing, and issue resolution across care and commercial teams, partnering with vendors and internal stakeholders to keep patient and provider communications seamless.

This remote role requires hands-on experience with CCaaS platforms, Amazon Connect, and incident management.

Qualifications

• 3+ years of experience administering, configuring, and supporting enterprise service center, CCaaS, or telephony platforms.
• Experience configuring, administering, and supporting Amazon Connect including contact flows, routing profiles, queues, and user permissions.
• Ability to troubleshoot complex platform incidents, perform root-cause analysis, and coordinate with external vendors.
• Proven experience creating clear, structured technical documentation and end-user guides.

Responsibilities

• Administer, configure, and maintain enterprise service center/CCaaS platforms including provisioning, permissions, routing, queues, and IVR workflows.
• Provide daily production support and incident resolution for telephony, digital channels, call recordings, agent states, and access issues.
• Monitor platform health, metrics, and vendor escalations to achieve full operational resolution.
• Collaborate with Operations, Engineering, and Clinical teams to design and test telephony configurations for new programs.
• Execute change management, release testing, UAT, and regression analysis for tooling updates.
• Maintain comprehensive technical documentation and SOPs for internal knowledge bases.
• Coordinate with Data and Analytics to validate KPI data feeds and CRM integrations.
• Identify opportunities to improve platform efficiency through automation and intelligent routing.
• Design, configure, and orchestrate Conversational AI and agentic workflows within Amazon Connect.
• Continuously monitor conversation logs and reasoning traces for prompt optimization and flow improvements.
• Perform other duties as assigned.

Skills

CCaaS platforms

Amazon Connect

Incident management

Technical documentation

Cross-functional collaboration

Tools

Amazon Connect (AWS)

Job description

• Work Arrangement: Remote (100% work from home with limited travel for team meetings)
• Location: United States

Overview

The IT Operations Specialist is responsible for administering, configuring, and optimizing the organization's service center platforms and related communication technologies. Sitting within the IT organization, this role ensures platform reliability, telephony routing, and resolution of operational issues across cross-functional care and commercial teams. By partnering with internal stakeholders and external vendors, the position maintains critical communication infrastructure to connect patients, families, and healthcare providers.

Key Responsibilities

• Administer, configure, and maintain enterprise service center and CCaaS platforms, including user provisioning, role-based permissions, skills-based routing, queues, and IVR workflows.
• Provide daily production support and incident resolution for telephony, digital channels, call recordings, agent states, and platform access issues.
• Monitor platform health and performance metrics, managing vendor escalations and service tickets through full operational resolution.
• Partner with Operations, Engineering, and Clinical teams to design, test, and deploy telephony configurations and workflow enhancements supporting new programs and operational changes.
• Execute change management protocols, vendor platform release testing, user acceptance testing, and regression analysis for service center tooling updates.
• Maintain comprehensive technical documentation, including standard operating procedures, architectural configuration guides, and internal knowledge base articles.
• Collaborate with Data and Analytics teams to validate operational reporting, service center KPI data feeds, and CRM integration touchpoints.
• Identify operational friction and evaluate platform capabilities, including automation and intelligent routing tools, to drive continuous system efficiency.
• Design, configure, and orchestrate Conversational AI and agentic workflows directly within the Amazon Connect environment.
• Continuously monitor conversation logs and reasoning traces to identify areas for prompt optimization and flow improvement.
• Perform other duties as assigned.

Qualifications

• 3+ years of professional experience administering, configuring, and supporting enterprise service center, CCaaS, or telephony platforms.
• Demonstrated experience configuring, administering, and supporting Amazon Connect (AWS Connect), including contact flows, routing profiles, queues, and user security permissions.
• Familiarity with how APIs, webhooks, and data structures (JSON) work, with the ability to collaborate effectively with software engineers.
• Demonstrated ability to troubleshoot complex technical platform incidents, conduct root-cause analysis, and coordinate resolution with external software vendors.
• Demonstrated experience supporting service center software releases, executing regression testing, and authoring validation documentation.
• Demonstrated experience collaborating with cross-functional operational teams, analytics partners, and end users to capture requirements and deliver functional configurations.
• Demonstrated ability to create clear, structured technical documentation, standard operating procedures, and end-user support guides.

Work Environment and Physical Demands

• Work is performed 100% from home with limited travel for team meetings.
• Must be able to remain in a stationary period for prolonged periods at a desk or workstation, with the option to alternate between sitting and standing as needed.
• Must be able to operate standard office equipment such as a computer screen and keyboards.
• Must be able to exchange accurate information, actively listen, and communicate clearly with colleagues, clients or stakeholders over the phone, via video conferencing, and/or in person.
• Paid time off and paid company holidays
• Parental leave
• Medical, dental, vision, life, and AD&D insurance
• Mental health benefit and Employee Assistance Program (EAP)
• Healthcare navigation concierge support
• 401(k) option
• Home internet stipend
• Co-working space stipend
• Initial work-from-home stipend
• Company laptop

Equal Opportunity and Accommodations

The organization provides equal opportunity in all aspects of employment, including recruiting, hiring, compensation, training and promotion, termination, and any other terms and conditions of employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, familial status, age, disability, weight, and/or any other legally protected classification protected by federal, state, or local law.

Reasonable accommodations are available for candidates who need assistance to complete the application, participate in interviews, or perform the essential functions of the role.