Senior Network Operations Center (NOC) Engineer – Contact Center

🔥 0 minutes ago

🤠 Texas – Remote

🤠 Texas – Remote

💵 $81k - $100k / year

⏰ Full Time

🟠 Senior

🌐 Network Operations

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Trace3

WebsiteLinkedInAll Job Openings

501 - 1000 employees

🤖 Artificial Intelligence

🔒 Cybersecurity

☁️ SaaS

💰 Private Equity Round on 2017-06

Artificial Intelligence • Cybersecurity • SaaS

Trace3 is an IT consulting organization specializing in AI, data, cloud, and cybersecurity solutions. Founded 20 years ago, the company focuses on empowering organizations to adapt to the evolving IT landscape by providing strategic consulting services and innovative solutions. Trace3 has a strong presence in the technology consulting space, with partnerships in areas such as artificial intelligence, data analytics, cloud solutions, and security consulting. They aim to help businesses run, grow, and transform by leveraging cutting-edge technology to drive results in the data-driven economy. Trace3 is also involved in cloud migration, AI data readiness, and venture capital relations to offer a holistic technology consulting experience.

📋 Description

• 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. • 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. • Own problem management for chronic issues, producing RCAs and known error records, defining preventative actions, and tracking systemic fixes to closure in ServiceNow. • 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. • 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. • Serve as a subject‑matter expert and vendor/TAC coordinator, unblocking complex technical issues and integrating vendor guidance into durable, documented fixes. • 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. • 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. • Support 24x7 operation through on‑call participation and after‑hours maintenance/emergency changes to ensure continuity of care.

🎯 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 experience supporting Cisco Collaboration technologies, including Cisco Unified Communications Manager (CUCM), Cisco Unity Connection, Expressway, Cisco Voice Gateways, Webex Suite, and related voice infrastructure. • Advanced expertise in SIP, Cisco Unified Border Element (CUBE), and voice gateway configuration within Cisco collaboration environments. • Experience supporting Tier 3 NOC or Contact Center operations, including ownership of P1/P2 incidents, major incident bridge leadership, and complex cross-domain troubleshooting. • 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. • Understanding of LAN/WAN networking, Quality of Service (QoS), and IP voice performance in enterprise Cisco environments.

🏖️ Benefits

• 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