IT Operations Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee, configure, and maintain enterprise service center and CCaaS platforms, which include user provisioning, role-based permissions, skills-based routing, queues, and IVR workflows.

• Deliver daily production support and resolve incidents related to telephony, digital channels, call recordings, agent statuses, and platform access issues.

• Monitor the health and performance metrics of the platform while managing vendor escalations and service tickets until resolution.

• Collaborate with Operations, Engineering, and Clinical teams to design, test, and implement telephony configurations and workflow improvements.

• Implement change management protocols, conduct vendor platform release testing, user acceptance testing, and regression analysis.

• Keep technical documentation, standard operating procedures, architectural configuration guides, and internal knowledge base articles up to date.

• Work alongside Data and Analytics teams to verify operational reporting, service center KPI data feeds, and CRM integration touchpoints.

• Recognize operational challenges and assess automation and intelligent routing options to enhance system efficiency.

• Design, configure, and orchestrate Conversational AI and agent-based workflows in Amazon Connect.

• Review conversation logs and reasoning traces to refine prompts and enhance flows.

• Execute additional responsibilities as assigned.

⛳️ Requirements

• A minimum of 3 years of professional experience in administering, configuring, and supporting enterprise service center, CCaaS, or telephony platforms.

• Proficiency in configuring, administering, and supporting Amazon Connect (AWS Connect), including contact flows, routing profiles, queues, and user security permissions.

• Knowledge of APIs, webhooks, and JSON data structures.

• Capability to troubleshoot complex technical platform incidents, perform root-cause analysis, and coordinate resolutions with external software vendors.

• Experience in supporting service center software releases, conducting regression testing, and creating validation documentation.

• Skill in collaborating with cross-functional operational teams, analytics partners, and end users to gather requirements and deliver functional configurations.

• Ability to produce clear and structured technical documentation, standard operating procedures, and end-user support guides.

• Must possess legal authorization to work in the United States for any employer.

• Must not require employment visa sponsorship, now or in the future.

🏝️ Benefits

• Flexible PTO policy (3-5 weeks per year recommended) plus 11 paid company holidays.

• Generous parental leave.

• Comprehensive Medical, Dental, Vision, Life, and AD&D insurance.

• Equip covers a significant portion of benefits premiums for individuals and families.

• Spring Health, a fully employer-paid mental health benefit through Guardian.

• Five complimentary therapy sessions and five free coaching sessions annually for you and each of your dependents.

• Employee Assistance Program (EAP), a company-funded resource for mental health, legal services, financial assistance, and more.

• HealthJoy, a completely employer-paid healthcare concierge platform.

• 401K option available.

• $50 monthly stipend for home internet expenses.

• $250 monthly stipend for co-working space.

• Initial work-from-home stipend of up to $500.

• $200 reload on the home office stipend at the three-year mark and every other year thereafter.

• Company-provided laptop.

• Limited travel required for team meetings.