IT Operations Specialist

Equip

. Administer, configure, and maintain enterprise service center and CCaaS platforms, including user provisioning, role-based permissions, skills-based routing, queues, and IVR workflows .

Posted 11/4/2026full-timeRemote • United StatesMid-LevelSenior💰 $81,000 - $90,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in administering and configuring enterprise service center and CCaaS platforms, particularly Amazon Connect, while ensuring optimal performance through incident resolution and technical documentation. Collaborates effectively with cross-functional teams to enhance workflows and operational efficiency.

Highest-signal resume keywords

Amazon Connect AdministrationIncident ResolutionTechnical Documentation CreationCross-Functional CollaborationChange Management Execution

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Enterprise Service Center AdministrationCCaaS Platform SupportTelephony ConfigurationRoot-Cause AnalysisRegression TestingAPI FamiliarityJSON Data StructuresUser Acceptance TestingSkills-Based RoutingIVR Workflow Management

Soft Skills

Problem-SolvingCommunicationCollaborationAnalytical ThinkingAttention to Detail

Tools & Technologies

Amazon ConnectTelephony PlatformsService Center SoftwareCRM IntegrationData Analytics Tools

Industry Keywords

Service Center KPIOperational ReportingVendor ManagementChange Management ProtocolsUser Provisioning

Tech Stack

Tools & technologies

AWS

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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