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 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 processesSoft Skills - Strong troubleshooting and analytical skills - Attention to detail - Documentation and process adherenceGood 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.