Telephony Operations Specialist
At a glance
Mid-level role at BETSOL. Remote, United States · full-time · $70,000–$85,000 base.
remoteroles summary, based on the employer's posting.
What you'll do
- Handle Cisco and Microsoft Teams voice changes, including user setup, removals, phone modifications and new service deployments
- Resolve routine connection, login and endpoint issues across Cisco, Teams, Avaya and Five9 environments
- Track ServiceNow requests, document ticket progress and route deeper diagnostics to L2 engineers
- Follow documented provisioning procedures and keep operating guides current while coordinating with IT, network, vendors and business teams
- Share knowledge and support daily operations during Eastern-time business hours
What you bring
- You have three to five years administering enterprise voice platforms, especially Cisco and Microsoft Teams
- You can manage ServiceNow queues and tickets for provisioning and service changes
- You bring careful troubleshooting, clear documentation and collaboration skills, and can follow precise setup procedures
Who this fits
This remote role suits someone with hands-on enterprise voice administration experience who is comfortable supporting users and coordinating routine service work. The schedule follows standard Eastern-time business hours, with no on-call rotation. Avaya or Five9 experience is useful, while deeper diagnostic tools and L2 troubleshooting are preferred rather than required.
From the employer
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 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
All your information will be kept confidential according to EEO guidelines.
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