Telephony Operations Engineer

BETSOL is hiring remote Contact Center / Telephony Operations Engineers 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 while the client's colleagues transition their skills to Five9. This is a fully remote role; offshore candidates are welcome and must work U.S. business hours, or, where that is not possible, provide overlap until noon Eastern on U.S. business days.

Key Responsibilities

• Implement and support enterprise voice platforms — primarily Cisco, with some Avaya, Five9, and Microsoft Teams
• Troubleshoot voice issues (call quality, connectivity, log-in/authentication, endpoints) across multi-vendor environments
• Perform incident triage, escalation, and root cause analysis using tools such as Wireshark, Aternity, and Nectar
• Manage ServiceNow queues, ticket documentation, and user support workflows
• Support carrier integrations, SIP trunking, and telecom lifecycle activities (adds, moves, changes)
• Monitor and optimize voice performance (MOS, latency, jitter, packet loss)
• Collaborate with IT, network, vendors, and business teams to deliver and maintain solutions
• Maintain documentation, call flows, and operational procedures
• Provide mentoring, knowledge sharing, and operational support in a 24x7 environment
• Apply AI to proactively identify and resolve voice issues, accelerate diagnostics and resolution, automate ticket triage and self-service workflows, and analyze incident and call-quality trends for continuous improvement

Required Skills & Experience

• 3-5 years of hands-on support experience across enterprise voice platforms (Cisco, Avaya, Five9, Microsoft Teams)
• Proficiency with diagnostic and monitoring tools (Wireshark, Aternity, Nectar)
• ServiceNow ticket and queue management
• Understanding of SIP trunking, carrier integrations, and voice quality metrics (MOS, latency, jitter, packet loss)
• Familiarity applying AI and automation to voice operations and support workflows
• Strong troubleshooting, documentation, and collaboration skills; comfortable in a 24x7 operational environment

All your information will be kept confidential according to EEO guidelines.