电话运营专员
Telephony Operations Specialist
BETSOL正在招聘远程客服中心/电话运营专家，以支持企业客户从Avaya和Cisco客服平台迁移到Five9 CCaaS。您将提供Cisco客服终端用户支持和整体工单管理（主要是配置、取消配置和电话服务修改——MACD工作）。无需轮班值班。
主要职责
- 管理和支持企业语音平台——主要为Cisco和Microsoft Teams MACD，也包括部分Avaya和Five9。
- 在多供应商环境中解决常规配置和服务问题（连接性、登录/认证、终端设备设置）。
- 将需要深入诊断/根本原因分析的问题（Wireshark、Riverbed Aternity、Nectar）升级到L2工程师。
- 管理ServiceNow队列、工单文档和用户支持工作流程，包括用户配置/取消配置、电话服务修改和新服务部署。
- 按照已记录的设置规则执行电信生命周期活动（新增、移动、变更、删除）。
- 与IT、网络、供应商和业务团队协作，交付并维护解决方案。
- 遵循已记录的设置规则，维护文档和操作流程。
- 在标准东部时间工作时间内提供指导、知识分享和运营支持（无需轮班值班）
所需技能与经验
- 3-5年在企业语音平台上的实际配置/管理（MACD）经验——主要为Cisco和Microsoft Teams；有Avaya或Five9经验者优先
- ServiceNow工单和队列管理
- 强大的故障排除、文档编写和协作能力；能够适应标准东部时间工作时间（无需轮班值班）
- 高度关注细节，能够准确遵循已记录的设置和配置流程
优选/加分项
不作为入职第一天的必备条件：
- 诊断和监控工具（Wireshark、Riverbed Aternity、Nectar）
- 对Five9或其他CCaaS平台的了解
- 之前有L2/工程级别故障排除经验
- 熟悉将人工智能和自动化应用于语音运营——特别是工单分类和自助服务流程
所有信息将根据平等就业机会指南保密。
构建人工智能驱动的企业。通过人工智能和云原生解决方案，BETSOL加速了全球17个国家企业的云转型。BETSOL拥有若干工程专利，并被广泛认可。
查看英文原文
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.
Key Responsibilities
- Administer and support enterprise voice platforms — primarily Cisco and Microsoft Teams MACD with some Avaya, and Five9.
- Resolve routine provisioning and service issues (connectivity, log-in/authentication, endpoint setup) across multi-vendor environments.
- Escalate issues requiring deep diagnostic/root-cause analysis (Wireshark, Riverbed Aternity, Nectar) to L2 engineers
- Manage ServiceNow queues, ticket documentation, and user support workflows for user provisioning/deprovisioning, phone service modifications, and new service deployments
- Execute telecom lifecycle activities (adds, moves, changes, deletions) following documented setup rules.
- Collaborate with IT, network, vendors, and business teams to deliver and maintain solutions
- Follow documented setup rules and maintain documentation and operational procedures
- Provide mentoring, knowledge sharing, and operational support during standard Eastern-time business hours (no on-call rotation)
Required Skills & Experience
- 3-5 years of hands-on provisioning/administrative (MACD) experience on enterprise voice platforms — Cisco and Microsoft Teams primary; Avaya or Five9 is a plus
- ServiceNow ticket and queue management
- Strong troubleshooting, documentation, and collaboration skills; comfortable working standard Eastern-time business hours (no on-call)
- High attention to detail and ability to precisely follow documented setup and provisioning procedures
Preferred / Nice-to-Have
Not required for day-one readiness:
- Diagnostic and monitoring tools (Wireshark, Riverbed Aternity, Nectar)
- Five9 or other CCaaS platform exposure
- Prior L2/engineering-level troubleshooting experience
- Familiarity applying AI and automation to voice operations— particularly ticket triage and self-service workflows
All your information will be kept confidential according to EEO guidelines.
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
Originally posted on Himalayas