Contact Center Support Analyst

BETSOL

. Providing end-user support for contact center agents utilizing Cisco telephony solutions, including troubleshooting break/fix issues and managing provisioning in a Cisco-based environment.

Posted 4/21/2026full-timeRemote • 🇮🇳 IndiaJuniorMid-Level💰 ₹2,200,000 - ₹3,000,000 per yearWebsite

Tech Stack

Tools & technologies

DNSITSMServiceNow

About the role

Key responsibilities & impact

Providing end-user support for contact center agents utilizing Cisco telephony solutions, including troubleshooting break/fix issues and managing provisioning in a Cisco-based environment.
Providing support for Avaya telephony products within the organization.
Managing front-line operational Move, Add, Change, Delete, and Incident tickets to support contact center agents, with a primary focus on Cisco Finesse and Cisco softphone environments.
Strong Windows desktop troubleshooting skills, including networking, system resource management, and audio integration (headsets and peripherals).
Assessing end users’ workstation configurations, ensuring PC performance meets contact center requirements.
Coordinating with vendors to maintain specifications and architectural standards.
Works US hours: Monday-Friday 8am to 5pm EST.

Requirements

What you’ll need

2+ years proficiency with Windows desktop troubleshooting, including network connectivity (DNS, DHCP, VPN), system resource usage (CPU, memory, disk), audio device integration (USB/Bluetooth headsets, sound drivers), and peripheral management.
Working knowledge of ITSM ticketing systems (e.g., ServiceNow) and endpoint monitoring tools (e.g., Aternity, Nectar) for diagnosing voice quality and performance issues.
Strong interpersonal skills (oral and written) for collaboration with peer technical support groups and end users.
Remote Agent Support: ability to assess and troubleshoot remote workers’ home network configurations, VPN connectivity, audio quality, and Cisco softphone/Finesse performance, with a strong customer service focus.
2+ years of experience supporting Cisco contact center environments, including Cisco Unified Communications Manager (CUCM), Cisco Finesse, and Cisco Jabber.
Strong working knowledge of Cisco Finesse agent desktop, Cisco softphone configuration, and Cisco CUCM administration, including agent line provisioning, device profiles, and dial plan fundamentals.
Experience with Avaya IP Telephony, including Avaya Communication Manager, Avaya System and Session Manager, and Avaya CMS; familiarity with vector/VDN routing logic and IP design and maintenance.
Knowledge of Avaya system installation and management, including Avaya One-X software for telework support and fundamental knowledge of voice mail systems.
Ability to provision and troubleshoot Avaya endpoints for end users, including Move, Add, Change, and Delete operations in an Avaya environment.
General understanding of CRM platforms and their integration with contact center telephony systems; ability to troubleshoot agent-side CRM and softphone interoperability issues.
Experience troubleshooting audio quality issues in contact center environments, including codec settings, QoS, jitter, latency, and headset compatibility with Cisco endpoints.
Familiarity with contact center supporting technologies such as call recording, workforce management, and reporting/analytics platforms.
Organizational and technical documentation skills
Problem-solving experience with strong troubleshooting methodology; ability to mentor and motivate team members and demonstrate collaborative team dynamics.
Training contact center agents on Cisco Finesse, softphone, and headset usage is required.
Proficiency with MS Office applications and Windows operating systems, including Task Manager diagnostics, Event Viewer analysis, network adapter configuration, and Group Policy familiarity.
Working knowledge of Cisco CUCM administration tools, bulk provisioning utilities, and agent phone configuration workflows.

Benefits

Comp & perks

🌐 Worldwide ❌ Jobs You've Hidden ⭐️ Saved Jobs ✅ Applied Jobs ✉️ Email Alerts 👤 Account BETSOL Website LinkedIn All Job Openings 501 - 1000 employees 🏢 Enterprise ☁️ SaaS Enterprise
Cloud Computing
SaaS BETSOL is a global IT services company that offers a wide range of solutions to enhance business operations and efficiency. Their services include product engineering, DevOps, cloud enablement, application modernization, and security services. BETSOL specializes in cloud-native development, infrastructure automation, and application migration, providing enterprise clients with advanced IT infrastructure solutions. They also offer unique services such as Zmanda Enterprise Backup, which is a leading open-source backup and recovery solution for data centers. BETSOL prides itself on transforming digital landscapes through innovation and collaboration, maintaining high industry standards for security and quality while serving clients across over 40 countries. Contact Center Support Analyst 🔥 24 minutes ago 🇮🇳 India – Remote 💵 ₹2.2M - ₹3M / year ⏰ Full Time 🟢 Junior 🟡 Mid-level 📞 Support Engineer DNS ITSM ServiceNow Apply Now Find Hiring Managers Customize resume for this job Report problem ☆ Save ☑️ Mark as applied ❌ Hide 📋 Description
Providing end-user support for contact center agents utilizing Cisco telephony solutions, including troubleshooting break/fix issues and managing provisioning in a Cisco-based environment.
Providing support for Avaya telephony products within the organization.
Managing front-line operational Move, Add, Change, Delete, and Incident tickets to support contact center agents, with a primary focus on Cisco Finesse and Cisco softphone environments.
Strong Windows desktop troubleshooting skills, including networking, system resource management, and audio integration (headsets and peripherals).
Assessing end users’ workstation configurations, ensuring PC performance meets contact center requirements.
Coordinating with vendors to maintain specifications and architectural standards.
Works US hours: Monday-Friday 8am to 5pm EST. 🎯 Requirements
2+ years proficiency with Windows desktop troubleshooting, including network connectivity (DNS, DHCP, VPN), system resource usage (CPU, memory, disk), audio device integration (USB/Bluetooth headsets, sound drivers), and peripheral management.
Working knowledge of ITSM ticketing systems (e.g., ServiceNow) and endpoint monitoring tools (e.g., Aternity, Nectar) for diagnosing voice quality and performance issues.
Strong interpersonal skills (oral and written) for collaboration with peer technical support groups and end users.
Remote Agent Support: ability to assess and troubleshoot remote workers’ home network configurations, VPN connectivity, audio quality, and Cisco softphone/Finesse performance, with a strong customer service focus.
2+ years of experience supporting Cisco contact center environments, including Cisco Unified Communications Manager (CUCM), Cisco Finesse, and Cisco Jabber.
Strong working knowledge of Cisco Finesse agent desktop, Cisco softphone configuration, and Cisco CUCM administration, including agent line provisioning, device profiles, and dial plan fundamentals.
Experience with Avaya IP Telephony, including Avaya Communication Manager, Avaya System and Session Manager, and Avaya CMS; familiarity with vector/VDN routing logic and IP design and maintenance.
Knowledge of Avaya system installation and management, including Avaya One-X software for telework support and fundamental knowledge of voice mail systems.
Ability to provision and troubleshoot Avaya endpoints for end users, including Move, Add, Change, and Delete operations in an Avaya environment.
General understanding of CRM platforms and their integration with contact center telephony systems; ability to troubleshoot agent-side CRM and softphone interoperability issues.
Experience troubleshooting audio quality issues in contact center environments, including codec settings, QoS, jitter, latency, and headset compatibility with Cisco endpoints.
Familiarity with contact center supporting technologies such as call recording, workforce management, and reporting/analytics platforms.
Organizational and technical documentation skills
Problem-solving experience with strong troubleshooting methodology; ability to mentor and motivate team members and demonstrate collaborative team dynamics.
Training contact center agents on Cisco Finesse, softphone, and headset usage is required.
Proficiency with MS Office applications and Windows operating systems, including Task Manager diagnostics, Event Viewer analysis, network adapter configuration, and Group Policy familiarity.
Working knowledge of Cisco CUCM administration tools, bulk provisioning utilities, and agent phone configuration workflows. Apply Now 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score Similar Jobs Cloud Support Engineer 🔥 58 minutes ago Milliman 1001 - 5000 🤝 B2B ⚕️ Healthcare Insurance 💸 Finance Website LinkedIn All Job Openings Cloud Support Engineer responsible for designing, implementing, and managing cloud solutions across AWS and Azure. Collaborating with IT professionals to optimize cloud services and ensure compliance. 🇮🇳 India – Remote ⏰ Full Time 🟡 Mid-level 🟠 Senior 📞 Support Engineer AWS Azure Cloud Python Technical Support Engineer 🔥 18 hours ago Teamified 201 - 500 🤝 B2B 👥 HR Tech 🎯 Recruiter Website LinkedIn All Job Openings Support Technician providing high-quality remote support to hospitality industry clients. Troubleshooting POS-related issues and maintaining a high standard of customer service. 🇮🇳 India – Remote ⏰ Full Time 🟡 Mid-level 🟠 Senior 📞 Support Engineer Second Line Platform Support Analyst 🔥 20 hours ago Corsearch 1001 - 5000 🔐 Security 🤖 Artificial Intelligence 🛍️ eCommerce Website LinkedIn All Job Openings Platform Support Analyst providing technical assistance for business applications and customer service. Collaborating with peers to ensure best-in-class support to customers. 🇮🇳 India – Remote ⏰ Full Time 🟡 Mid-level 🟠 Senior 📞 Support Engineer AWS Azure Cloud ElasticSearch ITSM Java JavaScript Kafka Python RabbitMQ SQL Go Hadoop Product Support Engineer 🕒 4 days ago Acceldata 201 - 500 🏢 Enterprise ☁️ SaaS Website LinkedIn All Job Openings Product Support Engineer at Acceldata responsible for enhancing Hadoop and Spark applications. Collaborating with teams to ensure high performance and reliability in data processing systems. 🇮🇳 India – Remote ⏰ Full Time 🟡 Mid-level 🟠 Senior 📞 Support Engineer Hadoop HDFS Kafka Python Scala Spark Yarn Technical Support Analyst 🕒 5 days ago CSG 5001 - 10000 Website LinkedIn All Job Openings Technical Support Analyst providing Level 2 support to customers in a live production environment. Resolving technical issues and ensuring customer satisfaction in the software industry. 🇮🇳 India – Remote ⏰ Full Time 🟢 Junior 🟡 Mid-level 📞 Support Engineer Grafana Jenkins Kubernetes Linux Oracle Perl Python SOAP SQL View More Support Engineer Jobs 🌐 Worldwide Built by Lior Neu-ner. I'd love to hear your feedback — Get in touch via DM or support@remoterocketship.com Search Search Jobs by country Search jobs by city Search jobs by job title Search entry-level jobs Search junior-level jobs Search senior-level jobs Search jobs by tech stack Search jobs by contract type Search remote internships Search remote part-time jobs Remote jobs Anywhere in the World Companies Hiring Anywhere in the World Companies Hiring Sales People Anywhere in the World Companies Hiring Software Engineers Anywhere in the World Resources Advice Tips for finding remote jobs Interview questions and answers Resume examples Cover letter examples Post a job Affiliates Privacy policy Terms of service Job board SEO course AI Apply Copilot OpenClaw job finder Jobs by Country Remote jobs anywhere in the world (Worldwide remote jobs) Remote jobs United States Remote jobs Australia Remote jobs Brazil Remote jobs Canada Remote jobs France Remote jobs Ireland Remote jobs Germany Remote jobs Netherlands Remote jobs Spain Remote jobs UK Popular Jobs Remote data analyst jobs Remote customer support jobs Remote executive assistant jobs Remote marketing jobs Remote product designer jobs Remote product manager jobs Remote project manager jobs Remote recruiter jobs Remote sales jobs Remote software engineer jobs Jobs by Type Remote full-time jobs Remote part-time jobs Remote contract jobs Remote internship jobs Remote entry-level jobs Remote jobs with no experience required Remote junior jobs (1-3 years of experience) Digital nomad jobs Remote jobs with no degree required Freelance remote jobs Temporary remote jobs Remote jobs hiring now Stay at home mom jobs

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Windows desktop troubleshootingnetwork connectivitysystem resource usageaudio device integrationCisco Unified Communications Manager (CUCM)Cisco FinesseCisco JabberAvaya IP TelephonyCRM platform integrationaudio quality troubleshooting

Soft Skills

interpersonal skillsproblem-solvingcollaborationmentoringorganizational skillstechnical documentationcustomer service focustrainingstrong troubleshooting methodologyteam dynamics