IT Operations Specialist

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.

• 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.

• 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.

• 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.

The role is fully remote, with limited travel for team meetings.