About this role
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 engineersManage ServiceNow queues, ticket documentation, and user support workflows for user provisioning/deprovisioning, phone service modifications, and new service deploymentsExecute telecom lifecycle activities (adds, moves, changes, deletions) following documented setup rules.Collaborate with IT, network, vendors, and business teams to deliver and maintain solutionsFollow documented setup rules and maintain documentation and operational proceduresProvide 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 TelephonyMACD (Moves, Adds, Changes, Deletes)ServiceNow ticket and queue managementUser provisioning and deprovisioningTelecom operations and voice supportTicket documentation and operational support processesSoft Skills
Strong troubleshooting and analytical skillsAttention to detailDocumentation and process adherenceGood to Have Skills
Diagnostic and monitoring tools (Wireshark, Aternity, Nectar)Five9 or other CCaaS platform exposurePrior L2/engineering-level troubleshooting experienceFamiliarity applying AI and automation to voice operations— particularly ticket triage and self-service workflows Bachelor's degree in Engineering, Information Technology, Computer Science, Telecommunications, or a related field
Working Hours: Standard Eastern Time (EST) business hours - 9:30 PM IST to 5:30 AM ISTNo on-call rotation required.