Telephony Operations Specialist
Betsol · Bengaluru · onsite · Posted 28d ago
Undisclosed3–5 yrsfulltimeSourced from
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About this role
BETSOL is hiring a Telephony Operations Specialist to support an enterprise clients 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 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)
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 Telephony
- MACD (Moves, Adds, Changes, Deletes)
- ServiceNow ticket and queue management
- User provisioning and deprovisioning
- Telecom operations and voice support
- Ticket documentation and operational support processes
Soft Skills
- Strong troubleshooting and analytical skills
- Attention to detail
- Documentation and process adherence
Good to Have Skills
- Diagnostic and monitoring tools (Wireshark, 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
Bachelors degree in Engineering, Information Technology, Computer Science, Telecommunications, or a related field
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
Sourced from naukri
Skills
Automationanalytical thinkingbackup and recoverycontact centerdiagnosticCUCMCisco Unified Communicationsenterprise solutionsEndpointCisco VoicecloudAdministrationIT ServicesInformation TechnologyCiscoMicrosoft TeamsArtificial Intelligence
About Betsol
Betsol
IT Services & Consulting
739
employees
2002
24 years old
Broomfield, Colorado
United States (USA)
₹8.8L PA avg
Avg at Betsol
About
BETSOL is a cloud-first digital transformation and data management company offering products and IT services to enterprises in over 40 countries. BETSOL team holds several engineering patents, is recognized with industry awards, and BETSOL maintains a net promoter score that is 2x the industry average.BETSOL’s open source backup and recovery product line, Zmanda, delivers up to 50% savings in total cost of ownership (TCO) and best-in-class performance.BETSOL Global IT Services builds and supports end-to-end enterprise solutions, reducing time-to-market for its customers.
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