Equip IT Operations Specialist at Equip administers and optimizes service center platforms and communication technologies. The role ensures platform reliability and supports cross-functional teams for seamless patient and provider communication.
Responsibilities
The IT Operations Specialist will be responsible for administering, configuring, and optimizing Equip’s service center platforms and related communication technologies. Sitting within the IT organization, the role ensures high platform reliability, seamless telephony routing, and rapid resolution of operational issues across cross-functional care and commercial teams. By partnering closely with internal stakeholders and external vendors, this position maintains the critical communication infrastructure needed for patients, families, and providers to connect with care. Ultimately, the role directly advances Equip’s mission by safeguarding continuous, high-quality access to evidence-based eating disorder treatment.
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.
Perform other duties as assigned.
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.
Qualification
Demonstrated experience configuringFamiliarity with how APIsDemonstrated ability to create clear
Required
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.
