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.

Qualifications:

• 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

Preferred

• Cisco Black Belt UCCX Support – Stage 1 & 2
• Cisco Black Belt Webex Contact Center Support – Stage 1 & 2