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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Senior Network Operations Center (NOC) Engineer | Contact Center (Remote) - **Company:** Trace3, Inc. - **Location:** Raleigh, NC, United States (Remote available) - **Experience:** Expert - **Salary:** $81,000.0 - $100,000.0 - **Contract:** Permanent contract - **Skills:** Automatic Call Distributor, Interactive Voice Response, Bash Shell, VoIP, Cisco Unified Communications Manager, Cloud Computing, VMware ESX Servers, Python (Programming Language), Packet Analyzer, Windows PowerShell, Server Virtualization, Virtualization Technology, VMware VSphere, Wide Area Networks, Cisco WebEx, Scripting, Computer Network Operations, Cisco Unified Contact Center Enterprise (UCCE), Mttr, Core Api, 3-tier Architectures, Software Version Control, Api Management, Cisco, Servicenow - **Published:** June 29, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=8a3f0c714f39bad5 ## About the Role Do you have experience in Server 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. * 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. Certifications: Strongly Preferred * CCNP Collaboration * Cisco Black Belt UCCE Support - Stage 1 & 2 ## Description 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. 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. What You'll Do: * 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. ## Related Videos - [How Cisco embraced a DevOps culture within its network engineering team](https://www.wearedevelopers.com/videos/99-how-cisco-embraced-a-devops-culture-within-its-network-engineering-team) - [What Developers Get Wrong About Application Quality](https://www.wearedevelopers.com/videos/233-what-developers-get-wrong-about-application-quality) - [Getting under the skin: The Social Engineering techniques](https://www.wearedevelopers.com/videos/38-getting-under-the-skin-the-social-engineering-techniques) - [Your Infrastructure Is Not a Playground: AI Agents for Infra Done Right](https://www.wearedevelopers.com/videos/2084-your-infrastructure-is-not-a-playground-ai-agents-for-infra-done-right) - [Computer Vision from the Edge to the Cloud done easy](https://www.wearedevelopers.com/videos/263-computer-vision-from-the-edge-to-the-cloud-done-easy) - [The Vonage Trivia Voyage: Quiz Your Way to the Top!](https://www.wearedevelopers.com/videos/1077-the-vonage-trivia-voyage-quiz-your-way-to-the-top) ## Related Articles - [Tips on mastering remote job interviews](https://www.wearedevelopers.com/magazine/23-tips-on-mastering-remote-job-interviews) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Best US AI Conferences for CTOs in 2026: Build vs. Buy, Vendor Evaluation, and Peer Intelligence](https://www.wearedevelopers.com/magazine/736-best-us-ai-conferences-for-ctos-in-2026-build-vs-buy-vendor-evaluation-and-peer-intelligence) - [Mastering Remote Work: Tips for Developers](https://www.wearedevelopers.com/magazine/558-mastering-remote-work-tips-for-developers) - [Remote Work: Best Practices for Developers](https://www.wearedevelopers.com/magazine/315-remote-work-best-practices-for-developers) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers)