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 • Working Hours: Standard Eastern Time (EST) business hours  - 9:30 PM IST to 5:30 AM IST • No on-call rotation required.