Senior Network Operations Center (NOC) Engineer - Contact Center (Remote)

About the role

The Senior NOC Engineer III (Contact Center) is a senior individual contributor and final technical escalation for complex incidents and chronic problems, executing advanced diagnostics across network, server, cloud, and backup platforms, and driving root cause analysis and problem management in client environments. They implement approved standards or emergency changes during maintenance windows in alignment with ITIL/CAB processes and ServiceNow workflows and use LogicMonitor to validate and refine alerting effectiveness. The Senior Engineer mentors lower tiers, advances automation, and authors/maintains SOPs, runbooks, and knowledge articles while engaging directly with clients as needed to communicate status and ensure SLA and MTTR objectives are met within a 24x7 operations model.

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.
• 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

Benefits

Additional Information

Who is Trace3 ? Trace3 is a leading Transformative IT Authority, providing unique technology solutions and consulting services to our clients. Equipped with elite engineering and dynamic innovation, we empower IT executives and their organizations to achieve competitive advantage through a process of Integrate, Automate, Innovate. Our culture at Trace3 embodies the spirit of a startup with the advantage of a scalable business. Employees can grow their career and have fun while doing it! Trace3 is headquartered in Irvine, California. We employ more than 1,200 people all over the United States. Our major field office locations include Denver, Indianapolis, Grand Rapids, Lexington, Los Angeles, Louisville, Texas, San Francisco. Ready to discover the possibilities that live in technology? Come Join Us! Street-Smart - Thriving in Dynamic Times We are flexible and resilient in a fast-changing environment. We continuously innovate and drive constructive change while keeping a focus on the "big picture." We exercise sound business judgment in making high-quality decisions in a timely and cost-effective manner. We are highly creative and can dig deep within ourselves to find positive solutions to different problems. Juice - The "Stuff" it takes to be a Needle Mover We get things done and drive results. We lead without a title, empowering others through a can-do attitude. We look forward to the goal, mentally mapping out every checkpoint on the pathway to success, and visualizing what the final destination looks and feels like. Teamwork - Humble, Hungry and Smart We are humble individuals who understand how our job impacts the company's mission. We treat others with respect, admit mistakes, give credit where it's due and demonstrate transparency. We "bring the weather" by exhibiting positive leadership and solution-focused thinking. We hug people in their trials, struggles, and failures - not just their success. We appreciate the individuality of the people around us.

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