Telephony Operations Specialist
About this role
Company Description
Engineering the AI-powered enterprise. With AI and cloud-native solutions, BETSOL accelerates cloud transformation for enterprises across 17+ countries. BETSOL holds several engineering patents, and is recognized with industry awards. BETSOL maintains a net promoter score that is 2x the industry average. BETSOL’s open source backup and recovery product line, Zmanda (Zmanda.com), delivers up to 50% savings in total cost of ownership (TCO) and delivers best-in-class performance. BETSOL Global IT Services (BETSOL.com) builds and supports end-to-end enterprise solutions, reducing time-to-market for customers. BETSOL offices are set against the vibrant backdrops of Broomfield, Colorado and Bangalore, India. Learn more at betsol.com
Job Description
About the Role
BETSOL is hiring a Telephony Operations Specialist to support an enterprise client's migration from Avaya and Cisco contact center platforms to Five9 CCaaS. This role focuses on Cisco and Microsoft Teams MACD activities, end-user support, ticket management, and telecom service provisioning. The position operates during standard Eastern Time business hours with no on-call responsibilities.
Responsibilities
- Administer and support enterprise voice platforms — primarily Cisco and Microsoft Teams MACD with some Avaya, and Five9.
- Resolve routine provisioning and service issues (connectivity, log-in/authentication, endpoint setup) across multi-vendor environments.
- Escalate issues requiring deep diagnostic/root-cause analysis (Wireshark, Riverbed Aternity, Nectar) to L2 engineers
- Manage ServiceNow queues, ticket documentation, and user support workflows for user provisioning/deprovisioning, phone service modifications, and new service deployments
- Execute telecom lifecycle activities (adds, moves, changes, deletions) following documented setup rules.
- Collaborate with IT, network, vendors, and business teams to deliver and maintain solutions
- Follow documented setup rules and maintain documentation and operational procedures
- Provide mentoring, knowledge sharing, and operational support during standard Eastern-time business hours (no on-call rotation)
Looking For
- 3 to 5 years of experience in telephony operations, voice platform administration, or MACD support.
- Experience supporting enterprise voice and contact center environments.
Mandatory Skills
Technical Skills
- Cisco Voice / Cisco Unified Communications (CUCM)
- Microsoft Teams Telephony
- MACD (Moves, Adds, Changes, Deletes)
- ServiceNow ticket and queue management
- User provisioning and deprovisioning
- Telecom operations and voice support
- Ticket documentation and operational support processes
Soft Skills
- Strong troubleshooting and analytical skills
- Attention to detail
- Documentation and process adherence
Good to Have Skills
- Diagnostic and monitoring tools (Wireshark, Aternity, Nectar)
- Five9 or other CCaaS platform exposure
- Prior L2/engineering-level troubleshooting experience
- Familiarity applying AI and automation to voice operations— particularly ticket triage and self-service workflows
Qualifications
Bachelor's degree in Engineering, Information Technology, Computer Science, Telecommunications, or a related field
Additional Information
- Working Hours: Standard Eastern Time (EST) business hours - 9:30 PM IST to 5:30 AM IST
- No on-call rotation required.
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