[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

Company Overview

BETSOL provides IT services needed to build an AI-powered Enterprise. It was founded in 2002, and is headquartered in Broomfield, Colorado, USA, with a workforce of 501-1000 employees. Its website is https://www.betsol.com/.

Company H1B Sponsorship

BETSOL has a track record of offering H1B sponsorships, with 3 in 2025, 2 in 2023, 3 in 2022, 9 in 2020. Please note that this does not guarantee sponsorship for this specific role.