Telephony Operations Engineer

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 ResponsibilitiesImplement and support enterprise voice platforms — primarily Cisco, with some Avaya, Five9, and Microsoft TeamsTroubleshoot voice issues (call quality, connectivity, log-in/authentication, endpoints) across multi-vendor environmentsPerform incident triage, escalation, and root cause analysis using tools such as Wireshark, Aternity, and NectarManage ServiceNow queues, ticket documentation, and user support workflowsSupport 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 solutionsMaintain documentation, call flows, and operational proceduresProvide mentoring, knowledge sharing, and operational support in a 24x7 environmentApply 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