Telephony Operations Specialist
About the job
- Three to five years of hands-on provisioning and administrative MACD experience on enterprise voice platforms, primarily Cisco and Microsoft Teams.
- Experience managing ServiceNow tickets and queues.
- Strong troubleshooting, documentation, and collaboration skills.
- Ability to work standard Eastern-time business hours without an on-call rotation.
- High attention to detail and ability to follow documented setup and provisioning procedures precisely.
- Administer and support enterprise voice platforms, primarily Cisco and Microsoft Teams MACD, with some Avaya and Five9.
- Resolve routine provisioning and service issues involving connectivity, login and authentication, and endpoint setup across multi-vendor environments.
- Escalate issues requiring deep diagnostic or root-cause analysis using Wireshark, Riverbed Aternity, and Nectar to L2 engineers.
- Manage ServiceNow queues, ticket documentation, and user-support workflows for provisioning and deprovisioning, phone service modifications, and new service deployments.
- Execute telecom lifecycle activities, including adds, moves, changes, and 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; there is no on-call rotation.
- Experience with diagnostic and monitoring tools such as Wireshark, Riverbed Aternity, and Nectar.
- Exposure to Five9 or another CCaaS platform.
- Prior L2 or engineering-level troubleshooting experience.
- Familiarity with applying AI and automation to voice operations, particularly ticket triage and self-service workflows.
About the company
BETSOL engineers AI-powered, cloud-native solutions to speed cloud transformation for enterprises in 17+ countries. Its offerings include an open source backup and recovery product line, Zmanda, which helps organizations save on total cost of ownership and achieve strong performance, and BETSOL Global IT Services, which designs and supports end-to-end enterprise systems to shorten time-to-market. BETSOL differentiates itself through a portfolio of engineering patents, industry awards, and a high net promoter score (about twice the industry average), along with an employee-centric culture that emphasizes health, benefits, and growth. The company aims to help large organizations adopt AI and cloud technologies, streamline IT operations, and drive faster, more reliable delivery of enterprise solutions.
Company Size
501-1,000
Company Stage
N/A
Total Funding
N/A
Headquarters
Broomfield, Colorado
Founded
2002
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Simplify's Take
What believers are saying
- BETSOL updated its site in 2025, signaling active positioning in cloud and support services.
- Its 2026 awards and employee honors suggest continued internal delivery momentum.
- Partnership language around AWS and managed workloads supports cross-sell into infrastructure migrations.
What critics are saying
- BETSOL lacks disclosed funding depth, making large AI or acquisition bets harder.
- The firm depends on crowded IT services and backup markets against AWS, ServiceNow, and Zendesk.
- Legacy-modernization wins like Salesforce retirements stay project-based, risking churn if clients defer phases.
What makes BETSOL unique
- BETSOL pairs cloud-first IT services with Zmanda backup, serving 40-plus countries.
- Zmanda protects over 1 million servers and offers containerized 15-minute installs.
- BETSOL claims 2x industry-average NPS and multi-tier global delivery across three continents.
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Benefits
- Flexible Work Hours