IT Operations Specialist

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $81k - $90k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

⚙️ Operations

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 8%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Equip

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2020

🏥 Healthcare

⚕️ Healthcare Insurance

🧘 Wellness

Healthcare • Healthcare Insurance • Wellness

Equip is a healthcare company that specializes in virtual, evidence-based treatment for eating disorders. They offer a comprehensive support system with a 5-person care team that includes therapists, dietitians, medical providers, family mentors, and peer mentors. Equip focuses on providing accessible and sustainable recovery solutions for all ages across the United States, utilizing a model that integrates medical, psychological, and dietary support. Their approach is designed to work within the schedules of busy families, enabling recovery through a family-based virtual treatment model.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ 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 • 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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