Telephony Operations Engineer

BETSOL is hiring remote Contact Center / Telephony Operations Engineers to support an enterprise clients migration off Avaya and Cisco contact center platforms to Five9 CCaaS. You will provide Cisco contact center end-user support and overall ticket management while the clients colleagues transition their skills to Five9. This is a fully remote role; offshore candidates are welcome and must work U.S. business hours or where that is not possible provide overlap until noon Eastern on U.S. business days.

Key Responsibilities

• Implement and support enterprise voice platforms primarily Cisco with some Avaya Five9 and Microsoft Teams
• Troubleshoot voice issues (call quality connectivity log-in/authentication endpoints) across multi-vendor environments
• Perform incident triage escalation and root cause analysis using tools such as Wireshark Aternity and Nectar
• Manage ServiceNow queues ticket documentation and user support workflows
• Support carrier integrations SIP trunking and telecom lifecycle activities (adds moves changes)
• Monitor and optimize voice performance (MOS latency jitter packet loss)
• Collaborate with IT network vendors and business teams to deliver and maintain solutions
• Maintain documentation call flows and operational procedures
• Provide mentoring knowledge sharing and operational support in a 24x7 environment
• Apply AI to proactively identify and resolve voice issues accelerate diagnostics and resolution automate ticket triage and self-service workflows and analyze incident and call-quality trends for continuous improvement

Qualifications :

Required Skills & Experience

• 3-5 years of hands-on support experience across enterprise voice platforms (Cisco Avaya Five9 Microsoft Teams)
• Proficiency with diagnostic and monitoring tools (Wireshark Aternity Nectar)
• ServiceNow ticket and queue management
• Understanding of SIP trunking carrier integrations and voice quality metrics (MOS latency jitter packet loss)
• Familiarity applying AI and automation to voice operations and support workflows
• Strong troubleshooting documentation and collaboration skills; comfortable in a 24x7 operational environment

Additional Information :

All your information will be kept confidential according to EEO guidelines.

Remote Work :

Yes

Employment Type :

Full-time