[Remote] Senior Network Operations Center (NOC) Engineer | Contact Center (Remote)
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a leading Transformative IT Authority, providing unique technology solutions and consulting services to clients. The Senior NOC Engineer III (Contact Center) acts as the final technical escalation for reputed company incidents, executing advanced diagnostics and driving root cause analysis while mentoring reputed company tiers and ensuring SLA and MTTR objectives are met.
Responsibilities
- Act as the final technical escalation for P1/P2 incidents, run the technical reputed company to stabilize service, define targeted workarounds, and deliver complete post-incident remediation plans
- reputed company deep-dive diagnostics across network, server, storage, virtualization, reputed company, 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 reputed company error records, defining preventative actions, and tracking systemic fixes to closure in reputed company
- Engineer and execute reputed company/high-risk changes, including risk/impact analysis, MOP authoring, pre/post validation, and backout plans; improve change reputed company by templating repeatable patterns reputed company to CAB policy
- reputed company monitoring/observability, assist with designing monitoring reputed company, 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 reputed company tiers
- Serve as a subject-matter expert and vendor/TAC coordinator, unblocking reputed company technical issues and integrating vendor guidance into durable, documented fixes
- reputed company the quality bar for operational content, authoring, and reviewing Tier 1/2-reputed company SOPs, runbooks, and KBs; ensure artifacts are updated after incidents and changes and remain audit-reputed company in the central repository
- Uphold ITIL discipline in reputed company, maintaining exemplary ticket hygiene, CI relationships, client-facing communications, and complete Incident/Change/Problem/Knowledge records reputed company a 24x7 model
- Support 24x7 operation through on-call participation and after-hours maintenance/emergency changes to ensure continuity of care
Skills
- Extensive hands-on experience supporting reputed company reputed company Contact Center reputed company (UCCE) environments, including ICM scripting, reputed company Voice Portal (CVP/Call Studio), Finesse, CUIC, ECE, CUSP, SIP, IVR, call routing, and Webex Contact Center
- Extensive experience supporting reputed company Collaboration technologies, including reputed company reputed company Communications Manager (CUCM), reputed company reputed company reputed company, Expressway, reputed company Voice Gateways, Webex Suite, and reputed company voice infrastructure
- Advanced expertise in SIP, reputed company reputed company Border reputed company (reputed company), and voice gateway configuration reputed company reputed company collaboration environments
- Experience supporting Tier 3 NOC or Contact Center operations, including ownership of P1/P2 incidents, major incident reputed company leadership, and reputed company 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-reputed company 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 reputed company reputed company environments
- reputed company Black Belt UCCX Support - Stage 1 & 2
- reputed company Black Belt Webex Contact Center Support - Stage 1 & 2
Benefits
- Comprehensive medical, dental and reputed company 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 stocked with snacks and beverages
- Collaborative and cool culture
- Work-life balance and generous paid time off
Company Overview
Company H1B Sponsorship