About the Role:
You will be responsible for supporting and optimizing enterprise cloud voice and contact center platforms, ensuring seamless end-user experience and operational stability. This is a hands-on role focused on troubleshooting, automation, and leveraging AI to enhance service efficiency and reliability.
Responsibilities
A.Core Technical Functions
- Handle end-user provisioning and troubleshooting for platforms such as Five9 and other cloud contact systems
- Implement and support enterprise voice platforms including Microsoft Teams, Avaya, Cisco, and Five9
- Troubleshoot voice issues (call quality, connectivity, authentication, endpoints) across multi-vendor environments
- Perform incident triage, escalation, and root cause analysis using tools like 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, vendor, 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
B.AI-Enhanced Functions
- Automate ticket triage and enable ticket avoidance using AI to reduce L1/L2 effort
- Proactively identify and resolve voice issues using AI-driven pattern detection and predictive analytics
- Leverage AI to auto-collect user diagnostics and accelerate issue resolution
- Implement AI-driven self-service workflows and automated user follow-ups (IM/email validation)
- Build automation-first provisioning and operational processes with minimal manual intervention
- Use AI to analyze incident trends, call quality metrics, and system telemetry
- Integrate AI with ServiceNow, carrier APIs, and observability tools to streamline operations
- Develop self-healing systems and intelligent playbooks based on historical data
- Utilize AI copilots for log analysis, root cause insights, and documentation generation
- Drive outcomes such as reduced ticket volume, faster MTTR, and improved user experience
Looking For :
- 3–5+ years of hands-on experience supporting enterprise voice platforms (Five9, Microsoft Teams, Avaya, or Cisco)
- 3–5+ years of experience with SIP trunking, carrier integrations, and telecom lifecycle management
- 3–5+ years working with ITSM platforms, preferably ServiceNow
Mandatory Skills
A.Technical
- Strong troubleshooting experience with voice quality metrics (MOS, jitter, latency, packet loss) in multi-vendor environments
- Experience with network monitoring and diagnostic tools such as Wireshark, Aternity, or Nectar
- Proven experience applying AI/ML tools or automation frameworks in IT operations (ticket triage, pattern detection, self-healing workflows)
B.Soft Skills
- Excellent communication skills
- Ability to collaborate effectively with cross-functional teams
- Strong analytical and problem-solving capabilities
Good to Have Skills
- Familiarity with AI-enhanced observability platforms and API integrations (ServiceNow, carrier APIs)
- Strong understanding of contact center architecture, call flows, and cloud-based provisioning
- Experience creating technical documentation, call flow diagrams, and operational runbooks
- Experience mentoring junior team members and contributing to knowledge sharing initiatives
This position works US hours: Monday-Friday 8am to 5pm EST.
Bachelor’s degree in Computer Science, Information Systems, Engineering, or equivalent experience
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 & Belagavi, India.
We take pride in being an employee-centric organization, offering comprehensive benefits and opportunities.
Learn more at betsol.com
This role will work for a US-based client during US EST business hours.