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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.
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 CUCM, Unity Connection, Expressway, Cisco Voice Gateways, Webex Suite, and related voice infrastructure.
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
Trace3
Trace3 is a leading Transformative IT Authority that provides unique technology solutions and consulting services, empowering IT executives to achieve competitive advantage. The company employs more than 1,200 people across the United States and fosters a culture that embodies the spirit of a startup with the advantage of a scalable business.