IT Operations Specialist

Equip Health; United States; Remote; USD 70,000 - 110,000; Full time

Job summary

Equip Health is a fully virtual, evidence-based eating disorder treatment program seeking an IT Operations Specialist. The role focuses on administering, configuring, and optimizing Equip’s service center platforms and communication technologies to ensure high reliability and rapid issue resolution for patients, families, and providers across a nationwide digital care network.

Working with internal teams and external vendors, you will maintain critical communications infrastructure, implement

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 escalation 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.

Job description

About Equip

Equip is the leading virtual, evidence-based eating disorder treatment program on a mission to ensure that everyone with an eating disorder can access treatment that works. Created by clinical experts in the field and people with lived experience, Equip builds upon evidence-based treatments to empower individuals to reach lasting recovery. All Equip patients receive a dedicated care team, including a therapist, dietitian, physician, and peer and family mentor. The company operates in all 50 states and is partnered with most major health insurance plans. Learn more about our strong outcomes and treatment approach at www.equip.health.

Founded in 2019, Equip has been a fully virtual company since its inception and is proud of the highly-engaged, passionate, and diverse Equipsters that have created Equip’s culture. Recognized by Time as one of the most influential companies of 2023, along with awards from Linkedin and Lattice, we are grateful to Equipsters for building a sustainable treatment program that has served thousands of patients and families.

About the role

The IT Operations Specialist will be responsible for administering, configuring, and optimizing Equip’s service center platforms and related communication technologies. Sitting within the IT organization, the role ensures high platform reliability, seamless telephony routing, and rapid resolution of operational issues across cross-functional care and commercial teams. By partnering closely with internal stakeholders and external vendors, this position maintains the critical communication infrastructure needed for patients, families, and providers to connect with care. Ultimately, the role directly advances Equip’s mission by safeguarding continuous, high-quality access to evidence-based eating disorder treatment.

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 escalation 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.