Remote IT Operations Specialist (CCaaS & Amazon Connect)

Equip Health

Oregon

Hybrid

USD 90,000 - 120,000

Full time

8 days ago

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Benefits offered by this job

Flex PTO

Parental leave

Medical, Dental, Vision

Mental health benefits

EAP

Home internet stipend

Co-working space stipend

Home office stipend

Company laptop

401K

Job summary

Equip Health is seeking an IT Operations Specialist to administer, configure, and optimize our service center platforms and communication tools. You will ensure high platform reliability, seamless telephony routing, and rapid issue resolution for care, operations, and commercial teams.

You will partner with internal teams and vendors to maintain critical care connectivity and access to evidence-based eating disorder treatment.

Qualifications

3+ years administering enterprise service center/CCaaS/telephony platforms.
Experience configuring Amazon Connect including contact flows, routing profiles, queues, and user security permissions.
Knowledge of APIs, webhooks, and data structures (JSON) and collaborating with software engineers.
Ability to troubleshoot complex platform incidents, perform root-cause analysis, and coordinate resolution with external vendors.
Experience supporting service center software releases, executing regression testing, and writing validation documentation.
Collaborate with cross-functional teams to capture requirements and deliver functional configurations.
Create clear, structured technical documentation and end-user guides.

Responsibilities

Administer, configure, and maintain enterprise service center and CCaaS platforms, including user provisioning and IVR workflows.
Provide daily production support and incident resolution for telephony, digital channels, call recordings, and platform access issues.
Monitor platform health and performance metrics; manage vendor escalation and tickets to resolution.
Partner with Operations, Engineering, and Clinical teams to design and test telephony configurations and workflow enhancements.
Execute change management and testing for platform updates and releases.
Maintain comprehensive technical documentation and SOPs.
Collaborate with Data and Analytics to validate KPI data feeds and CRM integration touches.
Identify operational friction and evaluate automation/tools to improve efficiency.
Perform other duties as assigned.
Design and configure Conversational AI/workflows in Amazon Connect; monitor logs and improve prompts.
Continuously monitor conversation logs and reasoning traces to identify areas for prompt optimization and flow improvement.