Trace3
Senior Network Operations Center (NOC) Engineer
Dallas, TX · Senior
Sponsorship not specified$81k-$100kDetected 26 days ago
PythonBashPowerShellCiscoVoIPUnityLeadershipCommunicationCollaborationMentoring
About the role
- 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.
- Serve as a subject‑matter expert and vendor/TAC coordinator, unblocking complex technical issues and integrating vendor guidance into durable, documented fixes.
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.
- 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.
- Support 24x7 operation through on‑call participation and after‑hours maintenance/emergency changes to ensure continuity of care.
- We recognize that embracing diversity drives innovation, improves outcomes, fosters collaboration, boosts teammate satisfaction, and builds a more inclusive culture.
- Cisco Black Belt Webex Contact Center Support - Stage 1 & 2
Requirements
- 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.
- Experience with VMware vSphere/ESXi virtualization.
- 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.
- Strong scripting and automation skills (PowerShell, Python, or Bash), API integrations, and version control.
- 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.
- Certifications:
- CCNP Collaboration
- Cisco Black Belt UCCE Support - Stage 1 & 2
- Preferred
- Cisco Black Belt UCCX Support - Stage 1 & 2
Nice to have
- Strongly Preferred
Compensation
- Actual salary will be based on a variety of factors, including location, experience, skill set, performance, licensure and certification, and business needs.
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
- Work-life balance and generous paid time off
Company info
- 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 are committed to providing equal employment opportunities for all.
Equal opportunity
- As an equal opportunity employer, Trace3 bases all employment decisions based on individual qualifications, merit, and business requirements.
- If you require a reasonable accommodation to complete the
This listing is sourced directly from Trace3's careers page and normalized into a canonical job model.