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 BETSOL is hiring remote Contact Center / Telephony Operations Specialists to support an enterprise client's migration off Avaya and Cisco contact center platforms to Five9 CCaaS. You will provide Cisco contact center end-user support and overall ticket management (primarily provisioning, deprovisioning, and phone service modifications — MACD work). There is no on-call rotation. Key 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) Required Skills & Experience - 3-5 years of hands-on provisioning/administrative (MACD) experience on enterprise voice platforms — Cisco and Microsoft Teams primary; Avaya or Five9 is a plus - ServiceNow ticket and queue management - Strong troubleshooting, documentation, and collaboration skills; comfortable working standard Eastern-time business hours (no on-call) - High attention to detail and ability to precisely follow documented setup and provisioning proceduresPreferred / Nice-to-Have Not required for day-one readiness: - Diagnostic and monitoring tools (Wireshark, Riverbed 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 All your information will be kept confidential according to EEO guidelines.