Remote IT Operations Engineer: Amazon Connect & CCaaS

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

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.