Teams at BETSOL

Provides voice and chat support to U.S.-based customers, resolving simple to complex issues, documenting interactions, meeting productivity and quality metrics, and escalating cases when needed. The role requires strong communication, troubleshooting, customer service, SLA adherence, and flexibility for U.S. time zones, rotational shifts, and occasional extended hours.

Administer and migrate large-scale Avaya telephony environments during an ESXi upgrade and datacenter migration. Responsibilities include auditing and cleaning configurations, managing dial plans, route patterns, trunks, VDNs, vectors, hunt groups, endpoints, announcements, gateways, survivability systems, translations, and call detail records. The role also supports Avaya Messaging administration and migration, with remote collaboration overlapping U.S. business hours.

Supports enterprise telephony and contact center platforms during migration from Avaya and Cisco to Five9. Responsibilities include troubleshooting voice quality, connectivity, authentication, endpoints, SIP trunking, and carrier integrations; managing ServiceNow tickets; monitoring MOS, latency, jitter, and packet loss; conducting incident triage and root cause analysis; maintaining documentation; and applying AI and automation to improve diagnostics, ticket workflows, and proactive issue resolution.