Telephony Operations Specialist

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

📋 Description

• Oversee and provide support for enterprise voice platforms, focusing mainly on Cisco and Microsoft Teams MACD, along with some Avaya and Five9.

• Assist an enterprise client in transitioning from Avaya and Cisco contact center systems to Five9 CCaaS.

• Deliver support for end-users of the Cisco contact center.

• Handle ticket management, primarily related to provisioning, deprovisioning, and modifications of phone services (MACD tasks).

• Address routine provisioning and service challenges involving connectivity, login/authentication, and endpoint configuration.

• Refer issues that require in-depth diagnostic/root-cause analysis to L2 engineers.

• Manage ServiceNow queues, ensure ticket documentation is maintained, and oversee user support processes.

• Conduct telecom lifecycle activities that include adding, moving, changing, and deleting services.

• Work in collaboration with IT, network teams, vendors, and business units.

• Keep documentation and operational procedures up to date.

• Offer mentoring, share knowledge, and provide operational assistance.

⛳️ Requirements

• 3-5 years of direct experience in provisioning/administration (MACD) for enterprise voice platforms.

• Required experience with Cisco and Microsoft Teams; familiarity with Avaya or Five9 is advantageous.

• Proficient in managing ServiceNow tickets and queues.

• Strong skills in troubleshooting, documentation, and collaboration.

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

• Exceptional attention to detail is essential.

• Capability to accurately follow established setup and provisioning protocols.

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

• Familiarity with Five9 or other CCaaS platforms is a plus.

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

• Understanding of applying AI and automation in voice operations is preferred.

🏝️ Benefits

• Opportunity for remote work.

• No on-call rotation required.

• Standard Eastern-time business hours.

• Confidential management of applicant information in accordance with EEO guidelines.