Telephony Operations Specialist

Telephony Operations SpecialistBETSOL 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 ResponsibilitiesAdminister 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 engineersManage ServiceNow queues, ticket documentation, and user support workflows for user provisioning/deprovisioning, phone service modifications, and new service deploymentsExecute telecom lifecycle activities (adds, moves, changes, deletions) following documented setup rules.Collaborate with IT, network, vendors, and business teams to deliver and maintain solutionsFollow documented setup rules and maintain documentation and operational proceduresProvide mentoring, knowledge sharing, and operational support during standard Eastern-time business hours (no on-call rotation)Required Skills & Experience3-5 years of hands-on provisioning/administrative (MACD) experience on enterprise voice platforms — Cisco and Microsoft Teams primary; Avaya or Five9 is a plusServiceNow ticket and queue managementStrong 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 proceduresPreferred / Nice-to-HaveNot required for day-one readiness:Diagnostic and monitoring tools (Wireshark, Riverbed Aternity, Nectar)Five9 or other CCaaS platform exposurePrior L2/engineering-level troubleshooting experienceFamiliarity applying AI and automation to voice operations— particularly ticket triage and self-service workflowsAll your information will be kept confidential according to EEO guidelines.