Telephony Operations Specialist

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.

Work arrangement
No