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 recent 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 settings.

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

Positive 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

📌 Telephony Operations Specialist Bengaluru
🏢 BETSOL
📍 Bengaluru