Telephony Operations Specialist

Job Summary

Supporting an enterprise client's migration to Five9 CCaaS, the full-time remote Telephony Operations Specialist will manage ticket documentation, provide Cisco contact center end-user support, and execute telecom lifecycle activities.

Key responsibilities

• Administer and support enterprise voice platforms, primarily Cisco and Microsoft Teams, with some Avaya and Five9
• Resolve provisioning and service issues across multi-vendor environments and escalate complex issues to L2 engineers
• Manage ServiceNow queues and user support workflows for provisioning, deprovisioning, and service modifications

Required qualifications

• 3-5 years of hands-on provisioning/administrative experience on Cisco and Microsoft Teams; Avaya or Five9 experience is a plus
• Experience with ServiceNow ticket and queue management
• Strong troubleshooting and documentation skills
• Ability to work standard Eastern-time business hours without on-call duties
• High attention to detail in following documented procedures