IT Operations Specialist - Equip

About Equip

Equip is the leading virtual, evidence-based eating disorder treatment program on a mission to ensure that everyone with an eating disorder can access treatment that works. Created by clinical experts in the field and people with lived experience, Equip builds upon evidence-based treatments to empower individuals to reach lasting recovery. All Equip patients receive a dedicated care team, including a therapist, dietitian, physician, and peer and family mentor. The company operates in all 50 states and is partnered with most major health insurance plans.

Founded in 2019, Equip has been a fully virtual company since its inception and is proud of the highly-engaged, passionate, and diverse Equipsters that have created Equip’s culture. Recognized by Time as one of the most influential companies of 2023, along with awards from Linkedin and Lattice, we are grateful to Equipsters for building a sustainable treatment program that has served thousands of patients and families.

About the Role

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.

Responsibilities

• 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.
• 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.
• Perform other duties as assigned.

Qualifications

• 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.

Benefits & Perks

• Time Off: Flex PTO policy (3-5 wks/year recommended) + 11 paid company holidays and generous parental leave.
• Core Benefits: Competitive Medical, Dental, Vision, Life, and AD&D insurance with significant employer contribution.
• Mental Health: Spring Health (100% employer-paid, 5 free therapy and 5 free coaching sessions/year for employee and dependents), EAP, and HealthJoy healthcare concierge.
• Retirement: 401(k) option.
• Work From Home Perks: $50/month internet stipend, $250/month co-working space stipend, initial home office stipend up to $500 with periodic reloads, and a company laptop.