IT Operations Specialist

Equip Health

1d•$81,000 - $90,000•Remote

About The Position

The IT Operations Specialist administers, configures, and optimizes Equip’s service center platforms and related communication technologies. Within the IT organization, this role supports platform reliability, telephony routing, and resolution of operational issues across care and commercial teams. The specialist partners with internal stakeholders and external vendors to maintain communication infrastructure that enables patients, families, and providers to connect with care. The role also designs and orchestrates conversational AI and agentic workflows in Amazon Connect, and monitors conversation logs and reasoning traces to improve prompts and workflows. Equip is a fully virtual eating disorder treatment company operating in all 50 states. The position is performed 100% from home, with limited travel for team meetings.

Requirements

At least 3 years of professional 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 security permissions.
Familiarity with APIs, webhooks, and JSON data structures, and ability to collaborate effectively with software engineers.
Ability to troubleshoot complex technical platform incidents, conduct root-cause analysis, and coordinate resolution with external software vendors.
Experience supporting service center software releases, performing regression testing, and authoring validation documentation.
Experience collaborating with operational teams, analytics partners, and end users to capture requirements and deliver functional configurations.
Ability to create clear, structured technical documentation, standard operating procedures, and end-user support guides.
Ability to remain stationary for prolonged periods at a desk or workstation, with the option to alternate between sitting and standing.
Ability to operate standard office equipment and communicate clearly, listen actively, and exchange accurate information with colleagues, clients, or stakeholders.

Responsibilities

Administer, configure, and maintain enterprise service center and CCaaS platforms, including user provisioning, permissions, skills-based routing, queues, and IVR workflows.
Provide daily production support and resolve incidents involving telephony, digital channels, call recordings, agent states, and platform access.
Monitor platform health and performance metrics, and manage vendor escalations and service tickets through resolution.
Partner with Operations, Engineering, and Clinical teams to design, test, and deploy telephony configurations and workflow enhancements.
Execute change management protocols, vendor release testing, user acceptance testing, and regression analysis for service center tooling updates.
Maintain technical documentation, including standard operating procedures, configuration guides, and knowledge base articles.
Collaborate with Data and Analytics teams to validate operational reporting, service center KPI data feeds, and CRM integration touchpoints.
Identify operational friction and evaluate capabilities such as automation and intelligent routing to improve system efficiency.
Design, configure, and orchestrate conversational AI and agentic workflows in Amazon Connect.
Monitor conversation logs and reasoning traces to identify opportunities for prompt optimization and flow improvement.
Perform other duties as assigned.

Benefits

Flex PTO policy (3–5 weeks per year recommended) and 11 paid company holidays.
Generous parental leave.
Medical, dental, vision, life, and AD&D insurance; Equip pays a significant percentage of premiums for individuals and families.
Employer-paid Spring Health mental health benefit, including five free therapy sessions and five free coaching sessions per year for the employee and each dependent.
Employee Assistance Program covering mental health, legal services, financial support, and more.
Employer-paid HealthJoy healthcare concierge platform.
401(k) option.
$50 monthly home internet stipend.
$250 monthly coworking-space stipend.
Initial work-from-home stipend of up to $500.
$200 home office stipend reload at the 3-year mark and every other year thereafter.
Company laptop.