Senior Network Operations Center (NOC) Engineer – Contact Center

This is a fully remote position, open to applicants in Texas.

📋 Description

• Function as the ultimate technical escalation point for P1/P2 incidents, manage the technical bridge to restore service, establish targeted workarounds, and provide comprehensive post-incident remediation plans.

• Direct in-depth diagnostics across network, server, storage, virtualization, cloud, and/or backup platforms by correlating logs, traces, packet captures, and platform telemetry to confidently identify the root cause.

• Take ownership of problem management for recurring issues, generating RCAs and known error records, outlining preventative measures, and ensuring systemic resolutions are tracked to completion in ServiceNow.

• Design and implement complex/high-risk changes, which include risk/impact assessments, MOP creation, pre/post validation, and backout strategies; enhance change success by standardizing repeatable patterns in accordance with CAB policy.

• Enhance monitoring and observability, aid in crafting monitoring thresholds, event correlation, custom metrics, and dashboards that reduce alert noise and expedite detection for critical services.

• Develop and strengthen operational automation (using PowerShell/Python/Bash and platform APIs) to expedite diagnostics, remediation, compliance checks, and routine maintenance, packaging it for safe use by lower tiers.

• Act as a subject-matter expert and vendor/TAC coordinator, resolving intricate technical issues and incorporating vendor recommendations into sustainable, documented solutions.

• Improve the quality of operational content by authoring and reviewing Tier 1/2-ready SOPs, runbooks, and knowledge bases; ensure all artifacts are updated following incidents and changes and remain audit-ready in the central repository.

• Maintain ITIL discipline in ServiceNow, ensuring exceptional ticket hygiene, CI relationships, client-facing communications, and thorough Incident/Change/Problem/Knowledge records within a 24x7 framework.

• Contribute to 24x7 operations by participating in on-call duties and after-hours maintenance/emergency changes to guarantee continuity of service.

⛳️ Requirements

• Extensive hands-on experience with 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.

• Significant experience in supporting Cisco Collaboration technologies, such as Cisco Unified Communications Manager (CUCM), Cisco Unity Connection, Expressway, Cisco Voice Gateways, Webex Suite, and associated voice infrastructure.

• Advanced knowledge of SIP, Cisco Unified Border Element (CUBE), and voice gateway configuration within Cisco collaboration settings.

• Background in supporting Tier 3 NOC or Contact Center operations, including managing P1/P2 incidents, leading major incident bridges, and complex cross-domain troubleshooting.

• Proficient scripting and automation skills (PowerShell, Python, or Bash), along with API integrations and version control experience.

• Familiarity with VMware vSphere/ESXi virtualization environments.

• Exceptional written and verbal communication abilities, including the creation of executive-ready RCAs, technical documentation, SOPs, runbooks, and mentoring Tier 2/3 engineers.

• Knowledge 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 equipped with snacks and beverages.

• Collaborative and vibrant culture.

• Work-life balance and generous paid time off.