Unified Communications Systems Administrator

September 24

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OpenLoop

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Healthcare Insurance • Telecommunications • SaaS

OpenLoop is a company dedicated to supporting and enhancing telehealth services. They offer comprehensive solutions designed to streamline virtual care delivery, including provider staffing, a technology platform, payer coverage, licensing, credentialing, and practice management. OpenLoop's services cater to both early-stage and established telehealth providers, as well as brick-and-mortar clinics looking to expand into telehealth. They have a vast network of clinicians, extensive insurance plan coverage, and operate across all 50 states, supporting a wide range of specialties and languages. Their offerings include white-label solutions and custom integrations to improve telehealth implementation and delivery.

51 - 200 employees

⚕️ Healthcare Insurance

📡 Telecommunications

☁️ SaaS

📋 Description

• Serve as the primary administrator for Amazon Connect, Twilio, Zoho Desk, and other communication platforms • Configure routing logic, workflows, queues, IVRs, chat and SMS flows, escalation rules, and email automations • Design, build, and optimize Amazon Connect contact flows, leveraging AWS services (Lambda, EventBridge, IAM) for automation and scalability • Develop and manage Twilio Studio workflows, ensuring SMS compliance (A2P 10DLC, opt-out regulations) and reliable delivery • Monitor system performance and troubleshoot issues across voice, chat, SMS, and email channels • Manage access, roles, hours of operation, and permissions across platforms • Build and maintain dashboards to track system KPIs, agent performance, and customer interactions • Use data to recommend improvements in routing, agent utilization, customer experience, and SLAs • Proactively identify friction points and implement system or process solutions • Collaborate with operations and product teams to identify communication pain points and opportunities • Lead evaluations of new platforms or integrations that improve communication workflows • Stay current with trends in digital engagement, omnichannel contact centers, and cloud-based communications • Maintain documentation on system architecture, configuration, SOPs, and troubleshooting • Ensure all systems are configured with scalability, security, and compliance in mind • Other duties as assigned

🎯 Requirements

• Bachelor’s degree in Computer Science, Information Systems, or a related field • 3+ years of experience administering communication platforms (e.g., Amazon Connect, Twilio, Zendesk, Zoho Desk, Five9, Talkdesk) • Working knowledge of telephony fundamentals (SIP trunking, PSTN routing) • Hands-on expertise with Amazon Connect (contact flow design, IVRs, call recording) and Twilio (Studio flows, API integrations) • Proven ability to configure and optimize workflows across multiple channels (voice, SMS, chat, email) • Strong understanding of contact center and customer service operations • Experience building dashboards and reports using native tools or BI platforms • Familiarity with APIs and integration principles • Self-directed, curious, and collaborative mindset • Excellent written and verbal communication • Experience with platform integrations (e.g., syncing telephony with CRM or helpdesk) • Knowledge of AWS tools like Lambda, EventBridge, and IAM • Experience with monitoring/alerting tools and designing high-availability, redundant communication architectures • Understanding of compliance and data privacy standards (HIPAA, GDPR, SOC2) in customer communications • Background in evaluating or implementing new communication platforms

🏖️ Benefits

• Medical, Dental, and Vision plans • Flexible Spending/Health Savings Accounts • Flexible PTO • 401(k) + Company Match • Life Insurance, Pet insurance, and more