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Telephony Operations Specialist
BETSOL · Bangalore, Karnataka, India
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Job Description 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