Telephony Operations Specialist

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.