IT Operations Specialist

The role

The IT Operations Specialist will administer, configure, and optimize service center platforms and communication technologies. This role ensures platform reliability and telephony routing to support care and commercial teams.

What you will do

• Administer, configure, and maintain enterprise service center and CCaaS platforms.
• Provide daily production support and incident resolution for telephony and digital channels.
• Monitor platform health and performance metrics and manage vendor escalation.
• Partner with Operations, Engineering, and Clinical teams to deploy telephony configurations.
• Execute change management protocols, release testing, and regression analysis.
• Maintain technical documentation, including SOPs and architectural guides.
• Collaborate with Data and Analytics teams to validate operational reporting.
• Identify operational friction and evaluate platform capabilities.
• Design, configure, and orchestrate Conversational AI and agentic workflows in Amazon Connect.
• Monitor conversation logs and reasoning traces for prompt optimization.

Required qualifications

• 3+ years of professional experience administering, configuring, and supporting enterprise service center, CCaaS, or telephony platforms.
• Experience configuring, administering, and supporting Amazon Connect (AWS Connect).
• Familiarity with how APIs, webhooks, and data structures (JSON) work.
• Ability to troubleshoot complex technical platform incidents and conduct root-cause analysis.
• Experience supporting service center software releases and executing regression testing.
• Experience collaborating with cross-functional operational teams, analytics partners, and end users.
• Ability to create technical documentation, standard operating procedures, and end-user support guides.
• Must be able to remain in a stationary period for prolonged periods at a desk or workstation.
• Must be able to operate standard office equipment.

Benefits

• Flex PTO policy (3-5 wks/year recommended)
• 11 paid company holidays
• Generous parental leave
• Medical, Dental, Vision, Life, and AD&D insurance
• Equip pays for a significant percentage of benefits premiums
• Spring Health 100% employer-paid mental health benefit
• 5 free therapy sessions and 5 free coaching sessions per year for employee and dependents
• Employee Assistance Program (EAP)
• HealthJoy 100% employer-paid platform
• 401K Option
• $50/month home internet stipend
• $250/month co-working space stipend

About the company

Equip is a virtual, evidence-based eating disorder treatment program. Founded in 2019, it is a fully virtual company that provides care through a dedicated team including therapists, dietitians, physicians, and mentors.