Telephony Operations Specialist

BETSOL is hiring remote Contact Center / Telephony Operations Specialists 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 (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)

Qualifications :

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 procedures

Preferred / 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

Additional Information :

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

Remote Work :

Yes

Employment Type :

Full-time