Telephony Operations Specialist

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 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

Bachelor's degree in Engineering, Information Technology, Computer Science, Telecommunications, or a related field