Senior Network Operations Center (NOC) Engineer | Contact Center (Remote)

Who is reputed company? reputed company is a leading Transformative IT Authority, providing unique technology solutions and consulting services to our clients. Equipped with reputed company engineering and dynamic innovation, we reputed company IT executives and their organizations to reputed company competitive advantage through a process of Integrate, Automate, reputed company. Our culture at reputed company embodies the spirit of a startup with the advantage of a scalable business. Employees can grow their career and have fun while doing it! reputed company is headquartered in Irvine, California. We reputed company more than 1,200 people reputed company over the United States. Our major field office locations include Denver, Indianapolis, Grand Rapids, Lexington, Los Angeles, Louisville, Texas, San Francisco. reputed company to discover the reputed company that live in technology? Come Join Us! Street-Smart - Thriving in Dynamic Times We are flexible and resilient in a fast-changing environment. We continuously reputed company and drive constructive change while keeping a focus on the “big picture.” We exercise sound business judgment in making high-quality reputed company in a timely and cost-effective manner. We are highly creative and can dig deep reputed company ourselves to find positive solutions to different problems. reputed company - The “Stuff” it takes to be a Needle Mover We get things done and drive results. We reputed company without a title, empowering others through a can-do attitude. We look reputed company to the goal, mentally mapping out every checkpoint on the pathway to reputed company, 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 reputed company people in their trials, struggles, and failures – not just their reputed company. 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 reputed company incidents and chronic problems, executing advanced diagnostics across network, server, reputed company, and backup platforms, and driving root cause analysis and problem management in client environments. They implement approved standards or emergency changes during maintenance reputed company in alignment with ITIL/CAB processes and reputed company workflows and use reputed company to validate and refine alerting effectiveness. The Senior Engineer mentors reputed company 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 reputed company a 24x7 operations model. What You’ll Do: 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. Qualifications: 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. Certifications: Strongly Preferred CCNP Collaboration reputed company Black Belt UCCE Support – Stage 1 & 2 Preferred reputed company Black Belt UCCX Support – Stage 1 & 2 reputed company Black Belt Webex Contact Center Support – Stage 1 & 2 Actual salary will be based on a variety of factors, including location, experience, reputed company set, performance, licensure and certification, and business needs. The reputed company for this position in other geographic locations may differ. Certain positions may also be eligible for variable incentive compensation, such as bonuses or commissions, that is not included in the reputed company salary. Estimated Pay reputed company $81,000—$100,000 USD The Perks 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 Our Commitment At the core of reputed company's DNA is our people. We are a diverse group of talented individuals who understand the importance of teamwork and demonstrating leadership, character, and passion in reputed company that we do. We’re committed to fostering an inclusive workplace where everyone feels respected, valued, and empowered to grow. We recognize that embracing diversity drives innovation, improves reputed company, fosters collaboration, boosts teammate satisfaction, and builds a more inclusive culture. As an equal opportunity employer, reputed company bases reputed company employment reputed company based on individual qualifications, merit, and business requirements. We do not engage in discrimination on the reputed company of race, reputed company, religion, sex (including gender identity, sexual orientation, and pregnancy), national reputed company, age (40 or older), disability, genetic information, or any other characteristic protected by federal, state, or local law. Any demographic information provided is strictly voluntary, kept confidential in accordance with Equal Employment Opportunity (EEO) regulations, and will not be used in employment reputed company, including hiring, promotions, or mentorship programs. We are committed to providing equal employment opportunities for reputed company. If you require a reasonable accommodation to complete the application process or participate in an interview, please email reputed company@reputed company.com. ***To reputed company recruitment agencies: reputed company does not accept unsolicited agency resumes/reputed company. Please do not reputed company resumes/reputed company to our careers email addresses, reputed company employees or any other company location. reputed company is not responsible for any fees reputed company to unsolicited resumes/reputed company. Apply To This Job