Telephony Operations Engineer

Job description

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. Engineering the AI-powered enterprise. With AI and cloud-native solutions, BETSOL accelerates cloud transformation for enterprises across 17+ countries. BETSOL holds several engineering patents, and is recognized with industry awards. BETSOL maintains a net promoter score that is 2x the industry average. BETSOL’s open source backup and recovery product line, Zmanda (), delivers up to 50% savings in total cost of ownership (TCO) and delivers best-in-class performance. BETSOL Global IT Services () builds and supports end-to-end enterprise solutions, reducing time-to-market for customers. BETSOL offices are set against the vibrant backdrops of Broomfield, Colorado and Bangalore, India. Learn more at