Telephony Operations Specialist

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

Bachelor's degree in Engineering, Information Technology, Computer Science, Telecommunications, or a related field

• Working Hours: Standard Eastern Time (EST) business hours - 9:30 PM IST to 5:30 AM IST
• No on-call rotation required.