Telephony Operations Engineer

This is a fully remote position, open to applicants in India, +1 more country.

📋 Description

• Oversee and provide support for enterprise voice platforms, primarily focusing on Cisco and Microsoft Teams, with some experience in Avaya and Five9.

• Address routine provisioning and service-related issues across diverse vendor environments.

• Elevate complex issues that require in-depth diagnostic and root-cause analysis to L2 engineers.

• Manage ServiceNow queues, including ticket documentation and user support workflows.

• Handle user provisioning, deprovisioning, modifications to phone services, and new service implementations.

• Execute various telecom lifecycle activities, including additions, relocations, changes, and deletions.

• Collaborate effectively with IT, network teams, vendors, and business units.

• Maintain comprehensive documentation and operational procedures.

• Provide mentorship, share knowledge, and offer operational support during standard Eastern-time business hours.

⛳️ Requirements

• 3–5 years of practical provisioning and administrative (MACD) experience with enterprise voice platforms.

• Experience with Cisco and Microsoft Teams is essential; familiarity with Avaya or Five9 is advantageous.

• Proficient in ServiceNow ticketing and queue management.

• Strong skills in troubleshooting, documentation, and collaboration.

• Must be comfortable working during standard Eastern-time business hours.

• Exceptional attention to detail is required.

• Ability to meticulously follow established setup and provisioning procedures.

• Experience with diagnostic and monitoring tools like Wireshark, Riverbed Aternity, and Nectar is preferred.

• Exposure to Five9 or other CCaaS platforms is a plus.

• Prior experience in L2/engineering-level troubleshooting is preferred.

• Familiarity with applying AI and automation to voice operations is preferred.

🏝️ Benefits

• Option for remote work.

• No on-call rotation required.

• Standard Eastern-time business hours.

• Opportunities for mentoring and knowledge sharing.