Telephony Operations Specialist

Telephony Operations Specialist 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. Experience Level Mid Level