IT Operations Specialist

Role overview Keep the service-center platforms and communication systems used by distributed care and business teams reliable and ready for daily operations. This hands-on IT operations role combines platform administration, incident response, telephony workflow improvements, and support for conversational AI in Amazon Connect.

Responsibilities - Configure and maintain service-center tools, including users, permissions, queues, routing profiles, contact flows, and IVR workflows. - Resolve production issues involving telephony, digital channels, call recordings, agent status, and platform access; coordinate vendor escalations through resolution. - Monitor platform health and performance, and partner with operations, engineering, clinical, and analytics teams on integrations, reporting, and workflow changes. - Test releases and configuration changes, including user acceptance and regression testing, and maintain operating procedures and technical documentation. - Build and refine conversational AI and agent workflows in Amazon Connect; review conversation logs and reasoning traces to improve prompts and flows. - Identify operational bottlenecks and evaluate automation or routing improvements.

Requirements - At least 3 years administering and supporting enterprise service-center, CCaaS, or telephony platforms. - Hands-on Amazon Connect experience, including contact flows, routing profiles, queues, and user permissions. - Working familiarity with APIs, webhooks, and JSON, and ability to collaborate with software engineers. - Strong incident troubleshooting, root-cause analysis, and vendor coordination skills. - Experience testing platform releases, documenting validation, gathering requirements with cross-functional teams, and writing clear technical guides.

Benefits and work setup The role is fully remote, with limited travel for team meetings. Listed benefits include flexible paid time off, company holidays, parental leave, health and insurance plans, a 401(k) option, mental health and employee assistance resources, internet and coworking stipends, a home-office allowance, and a company laptop.