Telephony Operations Specialist

🕒 September 15

🌐 India, United States – Remote

🇮🇳 India – Remote 🇺🇸 United States – Remote

💵 $70k - $85k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

⚙️ Operations

👻 Ghost score 6%

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BETSOL

WebsiteLinkedInAll Job Openings

501 - 1000 employees

💼 Consulting

🏥 Healthcare

📦 Logistics

Consulting • Healthcare • Logistics

BETSOL is a global IT services company that offers a wide range of solutions to enhance business operations and efficiency. Their services include product engineering, DevOps, cloud enablement, application modernization, and security services. BETSOL specializes in cloud-native development, infrastructure automation, and application migration, providing enterprise clients with advanced IT infrastructure solutions. They also offer unique services such as Zmanda Enterprise Backup, which is a leading open-source backup and recovery solution for data centers. BETSOL prides itself on transforming digital landscapes through innovation and collaboration, maintaining high industry standards for security and quality while serving clients across over 40 countries.

📋 Description

• Administer and support enterprise voice platforms, primarily Cisco and Microsoft Teams MACD, with some Avaya and Five9 • Support an enterprise client's migration from Avaya and Cisco contact center platforms to Five9 CCaaS • Provide Cisco contact center end-user support • Manage tickets, primarily provisioning, deprovisioning, and phone service modifications (MACD work) • Resolve routine provisioning and service issues involving connectivity, login/authentication, and endpoint setup • Escalate issues requiring deep diagnostic/root-cause analysis to L2 engineers • Manage ServiceNow queues, ticket documentation, and user support workflows • Execute telecom lifecycle activities including adds, moves, changes, and deletions • Collaborate with IT, network, vendors, and business teams • Maintain documentation and operational procedures • Provide mentoring, knowledge sharing, and operational support

🎯 Requirements

• 3-5 years of hands-on provisioning/administrative (MACD) experience on enterprise voice platforms • Cisco and Microsoft Teams experience required; Avaya or Five9 is a plus • ServiceNow ticket and queue management • Strong troubleshooting, documentation, and collaboration skills • Comfortable working standard Eastern-time business hours • High attention to detail • Ability to precisely follow documented setup and provisioning procedures • Diagnostic and monitoring tools such as Wireshark, Riverbed Aternity, and Nectar preferred • Five9 or other CCaaS platform exposure preferred • Prior L2/engineering-level troubleshooting experience preferred • Familiarity applying AI and automation to voice operations preferred

🏖️ Benefits

• Remote work • No on-call rotation • Standard Eastern-time business hours • Confidential handling of applicant information according to EEO guidelines

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