Senior Network Operations Center (NOC) Engineer | Contact Center (Remote)
Core
Senior individual contributor providing final technical escalation, advanced diagnostics, and problem management for complex network, server, cloud, and backup incidents in a 24x7 Contact Center environment.
Role type
Senior IC Network Operations Center (NOC) Engineer (Contact Center)
Builds
Production support for Cisco Unified Contact Center Enterprise (UCCE) and Collaboration environments
Domain
Telecommunications / Contact Center Operations / Network Infrastructure
Deliverable
Production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Cisco UCCE (ICM, CVP, Finesse, CUIC, ECE, CUSP, SIP, IVR, Webex), Cisco Collaboration (CUCM, Unity Connection, Expressway, Gateways), SIP/CUBE/Voice Gateway config, Tier 3 NOC incident leadership, Root Cause Analysis (RCA), ServiceNow workflows, ITIL processes, VMware vSphere/ESXi, Scripting (PowerShell/Python/Bash), API integrations, LAN/WAN networking, QoS, IP voice performance
Preferred skills
CCNP Collaboration, Cisco Black Belt UCCE/UCCX/Webex Support
Technologies
Cisco UCCE, CVP, Finesse, CUIC, ECE, CUSP, SIP, IVR, Webex, CUCM, Unity Connection, Expressway, vSphere, ESXi, ServiceNow, LogicMonitor, PowerShell, Python, Bash
Responsibilities
Act as final technical escalation for P1/P2 incidents and lead major incident bridges; Perform deep-dive diagnostics across network, server, storage, virtualization, cloud, and backup platforms; Own problem management for chronic issues and produce RCAs; Engineer and execute complex/high-risk changes and risk/impact analysis; Elevate monitoring/observability and design custom metrics/dashboards; Build and harden operational automation for diagnostics and remediation; Author/maintain SOPs, runbooks, and knowledge articles; Mentor lower-tier engineers and engage with clients to ensure SLA/MTTR objectives.
Seniority
Senior, hands-on IC
