IT Operations Specialist – Telephony & Service Center

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

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