BETSOL
Information Technology And Services
TelecomVoiceOperationsEngineer
Neural analysis suggests this role is
optimal for mid candidates.
“Telecom Voice Operations Engineer at BETSOL. Skills: Enterprise voice platforms support, SIP trunking, AI/ML in IT operations, Automation. Supporting and optimizing enterprise cloud voice and contact center platforms. Ensuring seamless end-user experience and operational stability”
What You'll Achieve.
Reduced ticket volume; Faster MTTR; Improved user experience
Industry & Context.
Troubleshooting; Root cause analysis; analytical and problem-solving capabilities; AI-driven pattern detection; Predictive analytics
This position works US hours: Monday-Friday 8am to 5pm EST., This role will work for a US-based client during US EST business hours.
What They're Looking For.
Must Have
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, 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)
Nice to Have
Familiarity with AI-enhanced observability platforms and API integrations (ServiceNow, carrier APIs), 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
What You'll Do.
Supporting and optimizing enterprise cloud voice and contact center platforms
Ensuring seamless end-user experience and operational stability
and leveraging AI to enhance service efficiency and reliability
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
Troubleshoot voice issues (call quality
endpoints) across multi-vendor environments
Perform incident triage
and root cause analysis using tools like Wireshark
Manage ServiceNow queues
and user support workflows
Support carrier integrations
and telecom lifecycle activities (adds
Monitor and optimize voice performance (MOS
Maintain documentation
and operational procedures
and operational support in a 24x7 environment
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 (IMail validation)
Build automation-first provisioning and operational processes with minimal manual intervention
Use AI to analyze incident trends
Integrate AI with ServiceNow
and observability tools to streamline operations
Develop self-healing systems and intelligent playbooks based on historical data
Utilize AI copilots for log analysis
and documentation generation
How You'll Work.
Team & Collaboration
Collaborate with IT, network, vendor, and business teams to deliver and maintain solutions; Ability to collaborate effectively with cross-functional teams
Communication Scope
Excellent communication skills
Full Job Description
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](https://www.betsol.com/) 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
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