Telephony Operations Specialist
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Job Description
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)
Requirements
Function: Information Technology
Experience Level: Mid-Senior Level