[Remote] Telephony Operations Engineer
Note: The job is a remote job and is open to candidates in USA. BETSOL is hiring a Telephony Operations Engineer to support an enterprise client's migration from Avaya and Cisco contact center platforms to Five9 CCaaS. The role provides Cisco contact center end-user support, ticket management, voice platform operations, troubleshooting, monitoring, documentation, and AI-enabled automation in a 24x7 environment.
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
Skills
- 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
- 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
Benefits
- This is a fully remote role
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