HuntYourTribe
BETSOL
BETSOL18 open roles

Telephony Operations Specialist

Bengaluru, India · Full-time

  • Posted 2w ago
  • From BETSOL’s careers page
Location
Bengaluru, India
Type
Full-time
Experience
3+ years
Department
Information Technology
Apply on BETSOL’s site

Opens the listing on jobs.smartrecruiters.com

Let the right jobs find you

In your inbox every Wednesday and Saturday

Personalised suggestions from verified career pages, matched to your role, location, level and skills.

About the role

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

Skills they ask for

Pick one to see other roles that ask for it.

BETSOL

About BETSOL

Data management and digital transformation

BETSOL provides data management, IT services and cloud-first digital transformation solutions.

Website
See all 18 roles at BETSOL

More roles at BETSOL

See all 18 roles
Share this role