equip - IT Operations Specialist
Requirements
• 3+ years of professional experience administering, configuring, and supporting enterprise service center, CCaaS, or telephony platforms. • Demonstrated experience configuring, administering, and supporting Amazon Connect (AWS Connect), including contact flows, routing profiles, queues, and user security permissions. • Familiarity with how APIs, webhooks, and data structures (JSON) work, with the ability to collaborate effectively with software engineers. • Demonstrated ability to troubleshoot complex technical platform incidents, conduct root-cause analysis, and coordinate resolution with external software vendors. • Demonstrated experience supporting service center software releases, executing regression testing, and authoring validation documentation. • Demonstrated experience collaborating with cross-functional operational teams, analytics partners, and end users to capture requirements and deliver functional configurations. • Demonstrated ability to create clear, structured technical documentation, standard operating procedures, and end-user support guides.
Responsibilities
• Administer, configure, and maintain enterprise service center and CCaaS platforms, including user provisioning, role-based permissions, skills-based routing, queues, and IVR workflows. • Provide daily production support and incident resolution for telephony, digital channels, call recordings, agent states, and platform access issues. • Monitor platform health and performance metrics, managing vendor escalation and service tickets through full operational resolution. • Partner with Operations, Engineering, and Clinical teams to design, test, and deploy telephony configurations and workflow enhancements supporting new programs and operational changes. • Execute change management protocols, vendor platform release testing, user acceptance testing, and regression analysis for service center tooling updates. • Maintain comprehensive technical documentation, including standard operating procedures, architectural configuration guides, and internal 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 platform capabilities, including automation and intelligent routing tools, to drive continuous system efficiency. • Design, configure, and orchestrate Conversational AI and agentic workflows directly within the Amazon Connect environment. • Continuously monitor conversation logs and reasoning traces to identify areas for prompt optimization and flow improvement.
Benefits
• Flex PTO policy (3-5 wks/year recommended) + 11 paid company holidays. • Generous parental leave. • Competitive Medical, Dental, Vision, Life, and AD&D insurance. • Equip pays for a significant percentage of benefits premiums for individuals and families. • Spring Health, a 100% employer-paid mental health benefit through Guardian. • You can receive 5 free therapy sessions and 5 free coaching sessions per year for you and each of your dependents. • Employee Assistance Program (EAP), a company paid resource for mental health, legal services, financial support, and more! • HealthJoy, a 100% employer-paid platform connecting you to a healthcare concierge who can help you navigate your benefits. • $50/month stipend added directly to an employee’s paycheck to cover home internet expenses. • $250/month stipend to use a co-working space. • Initial work-from-home stipend of up to $500. • Reload of $200 on the home office stipend at the 3-year mark and then every other year after that (year 5, year 7, etc.). • Company Laptop. • Physical Demands • Work is performed 100% from home with limited travel for team meetings. Must be able to remain in a stationary period for prolonged periods at a desk or workstation, with the option to alternate between sitting and standing as needed. Must be able to operate standard office equipment such as a computer screen and keyboards as well as to exchange accurate information, actively listen, and communicate clearly with colleagues, clients or stakeholders over the phone, via video conferencing, and/or in person. • At Equip, Diversity, Equity, Inclusion and Belonging (DEIB) are woven into everything we do. At the heart of Equip’s mission is a relentless dedication to making sure that everyone with an eating disorder has access to care that works regardless of race, gender, sexuality, ability, weight, socio-economic status, and any marginalized identity. We also strive toward our providers and corporate team reflecting that same dedication both in bringing in and retaining talented employees from all backgrounds and identities. We have an Equip DEIB council, Equip For All; also referred to as EFA. EFA at Equip aims to be a space driven by mutual respect, and thoughtful, effective communication strategy - enabling full participation of members who identify as marginalized or under-represented and allies, amplifying diverse voices, creating opportunities for advocacy and contributing to the advancement of diversity, equity, inclusion, and belonging at Equip.
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