{"id":966684,"url":"https://alion.io/job/betsol-telephony-operations-specialist","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,"is_intermediary":false,"ats_vendor":"SmartRecruiters","truth_index":null},"role":"Operations","role_family":"Operations","seniority":"middle","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","hiring_geo_confidence":"structured","locations":["Broomfield, United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":70000,"max":85000,"currency":"USD","period":"year","gross":null,"usd_annual":85000},"salary_estimate":null,"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":"2026-09-15T17:27:05Z","employer_posted_date":"2026-09-15","last_verified_at":"2026-09-23T02:42:34Z","board_verified":true,"closed_at":null,"days_open":7,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":7},"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 BETSOL is hiring remote Contact Center / Telephony Operations Specialists 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 (primarily provisioning, deprovisioning, and phone service modifications - MACD work). There is no on-call rotation.\nKey Responsibilities\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)\n Required Skills & Experience\n3-5 years of hands-on provisioning/administrative (MACD) experience on enterprise voice platforms - Cisco and Microsoft Teams primary; Avaya or Five9 is a plus\nServiceNow ticket and queue management\nStrong troubleshooting, documentation, and collaboration skills; comfortable working standard Eastern-time business hours (no on-call)\nHigh attention to detail and ability to precisely follow documented setup and provisioning procedures\nPreferred / Nice-to-Have\nNot required for day-one readiness:\nDiagnostic and monitoring tools (Wireshark, Riverbed 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 All your information will be kept confidential according to EEO guidelines.","description_format":"text","description_chars":2974,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Information Technology","IT Infrastructure","Cloud Computing"],"lifecycle":[{"event":"open","at":"2026-09-16T15:08:24Z"}],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":7,"expected_fill_days":36,"reasons":["conf:3","velocity","win:early"],"computed_at":"2026-09-23T05:45:00Z"},"pay":{"stated_usd_annual":85000,"is_top_pay":false},"html_url":"https://alion.io/job/betsol-telephony-operations-specialist","json_url":"https://alion.io/job/betsol-telephony-operations-specialist.json","meta":{"generated_at":"2026-09-23T13:10:04Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers"}}