Trace3 - Senior Network Operations Center (NOC) Engineer | Contact Center (Remote)
Requirements
• Extensive hands-on experience supporting Cisco Unified Contact Center Enterprise (UCCE) environments, including ICM scripting, Cisco Voice Portal (CVP/Call Studio), Finesse, CUIC, ECE, CUSP, SIP, IVR, call routing, and Webex Contact Center. • Extensive hands-on experience supporting Cisco Unified Contact Center Enterprise (UCCE) environments • Extensive experience supporting Cisco Collaboration technologies, including Cisco Unified Communications Manager (CUCM), Cisco Unity Connection, Expressway, Cisco Voice Gateways, Webex Suite, and related voice infrastructure. • Extensive experience supporting Cisco Collaboration technologies • Cisco Voice Gateways • Advanced expertise in SIP, Cisco Unified Border Element (CUBE), and voice gateway configuration within Cisco collaboration environments. • Advanced expertise in SIP, Cisco Unified Border Element • Experience supporting Tier 3 NOC or Contact Center operations, including ownership of P1/P2 incidents, major incident bridge leadership, and complex cross-domain troubleshooting. • Experience supporting Tier 3 NOC or Contact Center operations • Strong scripting and automation skills (PowerShell, Python, or Bash), API integrations, and version control. • Experience with VMware vSphere/ESXi virtualization. • Excellent written and verbal communication skills, including executive-ready RCAs, technical documentation, SOPs, runbooks, and mentoring Tier 2/3 engineers. • Excellent written and verbal communication skills • Understanding of LAN/WAN networking, Quality of Service (QoS), and IP voice performance in enterprise Cisco environments. • Understanding of • LAN/WAN networking, • Certifications: • Certifications: • Strongly Preferred • Strongly Preferred • CCNP Collaboration • Cisco Black Belt UCCE Support – Stage 1 & 2 • Preferred • Cisco Black Belt UCCX Support – Stage 1 & 2 • Cisco Black Belt Webex Contact Center Support – Stage 1 & 2 • Actual salary will be based on a variety of factors, including location, experience, skill set, performance, licensure and certification, and business needs. The range for this position in other geographic locations may differ. Certain positions may also be eligible for variable incentive compensation, such as bonuses or commissions, that is not included in the base salary.
Responsibilities
• Act as the final technical escalation for P1/P2 incidents, run the technical bridge to stabilize service, define targeted workarounds, and deliver complete post‑incident remediation plans. • Act as the final technical • escalation • Lead deep‑dive diagnostics across network, server, storage, virtualization, cloud, and/or backup platforms, correlating logs, traces, packet captures, and platform telemetry to isolate root cause with high confidence. • Lead deep‑dive • diagnostics • Own problem management for chronic issues, producing RCAs and known error records, defining preventative actions, and tracking systemic fixes to closure in ServiceNow. • Own problem management for chronic issues • Engineer and execute complex/high‑risk changes, including risk/impact analysis, MOP authoring, pre/post validation, and backout plans; improve change success by templating repeatable patterns aligned to CAB policy. • Elevate monitoring/observability, assist with designing monitoring thresholds, event correlation, custom metrics, and dashboards that reduce alert noise and improve time to detect for critical services. • Elevate monitoring/ • observability, • Build and harden operational automation (PowerShell/Python/Bash and platform APIs) to accelerate diagnostics, remediation, compliance checks, and recurring maintenance, and package it for safe use by lower tiers. • Build and harden operational automation • Serve as a subject‑matter expert and vendor/TAC coordinator, unblocking complex technical issues and integrating vendor guidance into durable, documented fixes. • Serve as a subject‑matter expert and vendor/TAC coordinator • Raise the quality bar for operational content, authoring, and reviewing Tier 1/2‑ready SOPs, runbooks, and KBs; ensure artifacts are updated after incidents and changes and remain audit‑ready in the central repository. • Raise the quality bar for operational content • Uphold ITIL discipline in ServiceNow, maintaining exemplary ticket hygiene, CI relationships, client‑facing communications, and complete Incident/Change/Problem/Knowledge records within a 24x7 model. • Uphold ITIL discipline in ServiceNow • Support 24x7 operation through on‑call participation and after‑hours maintenance/emergency changes to ensure continuity of care. • Support 24x7 • operation
Benefits
• $81,000—$100,000 USD • Comprehensive medical, dental and vision plans for you and your dependents • 401(k) Retirement Plan with Employer Match, 529 College Savings Plan, Health Savings Account, Life Insurance, and Long-Term Disability • Competitive Compensation • Training and development programs • Major offices stocked with snacks and beverages • Collaborative and cool culture • Work-life balance and generous paid time off • Our Commitment • At the core of Trace3's DNA is our people. We are a diverse group of talented individuals who understand the importance of teamwork and demonstrating leadership, character, and passion in all that we do. • We’re committed to fostering an inclusive workplace where everyone feels respected, valued, and empowered to grow. We recognize that embracing diversity drives innovation, improves outcomes, fosters collaboration, boosts teammate satisfaction, and builds a more inclusive culture.
Apply in one click
Upload My Resume
Drop here or click to browse · Tap to choose · PDF, DOCX, DOC, RTF, TXT