IT Operations Specialist

🕒 5 dias atrás

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $81.000 - $90.000 / ano

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

⚙️ Operações

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Esta empresa já patrocinou vistos H1B no passado.

👻 Score fantasma 9%

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Equip

SiteLinkedInTodas as Vagas

201 - 500 funcionários

Fundada em 2020

🏥 Saúde

⚕️ Seguro de Saúde

🧘 Bem-estar

Healthcare • Healthcare Insurance • Wellness

A Equip é uma clínica virtual dedicada ao tratamento de transtornos alimentares por meio de cuidados personalizados baseados em evidências. Sua abordagem inclui uma equipe de cuidado dedicada que consiste em terapeutas, nutricionistas e mentores, todos trabalhando em conjunto para apoiar os pacientes na superação dos desafios associados aos transtornos alimentares. Ao focar na integração com a família e redes de apoio dos pacientes, a Equip busca criar um ambiente de suporte para a recuperação.

Descrição

• 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 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 platform release testing, user acceptance testing, and regression analysis • Maintain technical documentation, 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 automation and intelligent routing capabilities to improve system efficiency • Design, configure, and orchestrate Conversational AI and agentic workflows in Amazon Connect • Monitor conversation logs and reasoning traces to optimize prompts and improve flows • Perform other duties as assigned

🎯 Requisitos

• 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), including contact flows, routing profiles, queues, and user security permissions • Familiarity with APIs, webhooks, and JSON data structures • Ability to troubleshoot complex technical platform incidents, conduct root-cause analysis, and coordinate resolution with external software vendors • Experience supporting service center software releases, executing regression testing, and authoring validation documentation • Experience collaborating with cross-functional 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 • Must be legally authorized to work in the United States for any employer • Must not require employment visa sponsorship now or in the future

🏖️ Benefícios

• 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 • 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 healthcare concierge platform • 401K Option • $50/month stipend for home internet expenses • $250/month stipend for a co-working space • Initial work-from-home stipend of up to $500 • $200 reload on the home office stipend at the 3-year mark and every other year after that • Company Laptop • Limited travel for team meetings

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