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BETSOL

Telephony Operations Specialist

BETSOL

. Administer and support enterprise voice platforms, primarily Cisco and Microsoft Teams MACD, with some Avaya and Five9 .

Posted 9/15/2026full-timeRemote • Colorado • IndiaMid-LevelSenior💰 $70,000 - $85,000 per yearWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in administering and supporting enterprise voice platforms, particularly Cisco and Microsoft Teams, with a strong focus on provisioning, troubleshooting, and collaboration. Proficient in managing ServiceNow ticketing systems and executing telecom lifecycle activities.

Highest-signal resume keywords
Cisco Voice Platform AdministrationMicrosoft Teams SupportServiceNow Ticket ManagementTroubleshooting and Diagnostic SkillsTelecom Lifecycle Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills
ProvisioningMACD ExperienceEndpoint SetupRoot-Cause AnalysisDocumentationCollaborationVoice Operations AutomationL2 TroubleshootingAI Application in VoiceFive9 CCaaS Exposure
Soft Skills
Attention to DetailKnowledge SharingMentoring
Tools & Technologies
WiresharkRiverbed AternityNectarServiceNow
Industry Keywords
Enterprise Voice PlatformsContact Center MigrationTelecom SupportConnectivity IssuesUser Support Workflows

Tech Stack

Tools & technologies
ServiceNow

About the role

Key responsibilities & impact
  • Administer and support enterprise voice platforms, primarily Cisco and Microsoft Teams MACD, with some Avaya and Five9
  • Support an enterprise client's migration from Avaya and Cisco contact center platforms to Five9 CCaaS
  • Provide Cisco contact center end-user support
  • Manage tickets, primarily provisioning, deprovisioning, and phone service modifications (MACD work)
  • Resolve routine provisioning and service issues involving connectivity, login/authentication, and endpoint setup
  • Escalate issues requiring deep diagnostic/root-cause analysis to L2 engineers
  • Manage ServiceNow queues, ticket documentation, and user support workflows
  • Execute telecom lifecycle activities including adds, moves, changes, and deletions
  • Collaborate with IT, network, vendors, and business teams
  • Maintain documentation and operational procedures
  • Provide mentoring, knowledge sharing, and operational support

Requirements

What you’ll need
  • 3-5 years of hands-on provisioning/administrative (MACD) experience on enterprise voice platforms
  • Cisco and Microsoft Teams experience required; Avaya or Five9 is a plus
  • ServiceNow ticket and queue management
  • Strong troubleshooting, documentation, and collaboration skills
  • Comfortable working standard Eastern-time business hours
  • High attention to detail
  • Ability to precisely follow documented setup and provisioning procedures
  • Diagnostic and monitoring tools such as Wireshark, Riverbed Aternity, and Nectar preferred
  • Five9 or other CCaaS platform exposure preferred
  • Prior L2/engineering-level troubleshooting experience preferred
  • Familiarity applying AI and automation to voice operations preferred

Benefits

Comp & perks
  • Remote work
  • No on-call rotation
  • Standard Eastern-time business hours
  • Confidential handling of applicant information according to EEO guidelines