{"id":1146695,"url":"https://alion.io/job/betsol-telephony-operations-specialist-2","title":"Telephony Operations Specialist","company":{"id":693857,"name":"BETSOL","domain":"betsol.com","url":"https://alion.io/company/betsol","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":null},"role":"Operations","role_family":"Operations","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bengaluru, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":11500,"max_usd":26000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":2319},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Teams","optional":false},{"name":"ServiceNow","optional":false},{"name":"Wireshark","optional":false}],"status":"live","first_seen_at":"2026-09-23T04:09:28Z","employer_posted_date":"2026-09-23","last_verified_at":"2026-10-15T01:58:02Z","board_verified":true,"closed_at":null,"days_open":21,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":21},"description":"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 (Zmanda.com), delivers up to 50% savings in total cost of ownership (TCO) and delivers best-in-class performance. BETSOL Global IT Services (BETSOL.com) 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 betsol.com\n About the Role\nBETSOL 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.\nResponsibilities\nAdminister and support enterprise voice platforms - primarily Cisco and Microsoft Teams MACD with some Avaya, and Five9.\nResolve routine provisioning and service issues (connectivity, log-in/authentication, endpoint setup) across multi-vendor environments.\nEscalate issues requiring deep diagnostic/root-cause analysis (Wireshark, Riverbed Aternity, Nectar) to L2 engineers\nManage ServiceNow queues, ticket documentation, and user support workflows for user provisioning/deprovisioning, phone service modifications, and new service deployments\nExecute telecom lifecycle activities (adds, moves, changes, deletions) following documented setup rules.\nCollaborate with IT, network, vendors, and business teams to deliver and maintain solutions\nFollow documented setup rules and maintain documentation and operational procedures\nProvide mentoring, knowledge sharing, and operational support during standard Eastern-time business hours (no on-call rotation)\nLooking For\n3 to 5 years of experience in telephony operations, voice platform administration, or MACD support.\nExperience supporting enterprise voice and contact center environments.\nMandatory Skills\nTechnical Skills\nCisco Voice / Cisco Unified Communications (CUCM)\nMicrosoft Teams Telephony\nMACD (Moves, Adds, Changes, Deletes)\nServiceNow ticket and queue management\nUser provisioning and deprovisioning\nTelecom operations and voice support\nTicket documentation and operational support processes\nSoft Skills\nStrong troubleshooting and analytical skills\nAttention to detail\nDocumentation and process adherence\nGood to Have Skills\nDiagnostic and monitoring tools (Wireshark, Aternity, Nectar)\nFive9 or other CCaaS platform exposure\nPrior L2/engineering-level troubleshooting experience\nFamiliarity applying AI and automation to voice operations- particularly ticket triage and self-service workflows\n Bachelor's degree in Engineering, Information Technology, Computer Science, Telecommunications, or a related field\n Working Hours: Standard Eastern Time (EST) business hours - 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