Remote IT Operations Specialist: CCaaS & Amazon Connect

equip.health; United States; Remote; USD 90,000 - 120,000; Full time

Benefits offered by this job

Flex PTO

11 paid holidays

Parental leave

Medical/Dental/Vision insurance

Life/AD&D insurance

Spring Health mental health benefit

5 free therapy sessions per year

5 free coaching sessions per year

Employee Assistance Program (EAP)

HealthJoy concierge

401K

Home internet stipend

Coworking space stipend

Initial home office stipend

Home office stipend renewal

Company laptop

Job summary

Equip is a fully virtual company delivering evidence-based eating disorder treatment across all 50 states. We are seeking an IT Operations Specialist to administer and optimize our service center platforms and communication technologies.

You will partner with internal teams and external vendors to ensure reliable access to care for patients, families, and providers. The role focuses on configuring Amazon Connect, managing IVR/workflows, and driving continuous improvements in platform efficiency.

Qualifications

• 3+ years of professional experience administering, configuring, and supporting enterprise service center, CCaaS, or telephony platforms.
• Experience configuring Amazon Connect (AWS Connect), including contact flows and security permissions.
• Ability to work with APIs, webhooks, and JSON and collaborate with software engineers.

Responsibilities

• Administer, configure, and maintain enterprise service center/CCaaS platforms and IVR workflows.
• Provide daily production support and incident resolution for telephony and digital channels.
• Monitor platform health, manage vendor escalation and tickets to full resolution.
• Collaborate with Operations, Engineering, and Clinical teams on telephony configurations and workflows.
• Execute change management, testing, and regression analysis for tooling updates.
• Maintain technical documentation and SOPs.

Skills

Amazon Connect

CCaaS configuration

Telephony routing

APIs & JSON

Incident troubleshooting

Technical documentation

Job description

Equip is a fully virtual company delivering evidence-based eating disorder treatment across all 50 states. We are seeking an IT Operations Specialist to administer and optimize our service center platforms and communication technologies.

You will partner with internal teams and external vendors to ensure reliable access to care for patients, families, and providers. The role focuses on configuring Amazon Connect, managing IVR/workflows, and driving continuous improvements in platform efficiency.