Trace3

Design and deliver client-facing AI and data architecture proofs of concept and build reusable AI accelerator assets. | Requires 5+ years in solutions/data/AI architecture, 3+ years hands-on AI/ML production experience, proficiency in Python and cloud platforms, and strong client-facing skills. | Who is Trace3? Trace3 is a leading Transformative IT Authority, providing unique technology solutions and consulting services to our clients. Equipped with elite engineering and dynamic innovation, we empower IT executives and their organizations to achieve competitive advantage through a process of Integrate, Automate, Innovate. Our culture at Trace3 embodies the spirit of a startup with the advantage of a scalable business. Employees can grow their career and have fun while doing it! Trace3 is headquartered in Irvine, California. We employ more than 1,200 people all over the United States. Our major field office locations include Denver, Indianapolis, Grand Rapids, Lexington, Los Angeles, Louisville, Texas, San Francisco. Ready to discover the possibilities 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 innovate and drive constructive change while keeping a focus on the “big picture.” We exercise sound business judgment in making high-quality decisions in a timely and cost-effective manner. We are highly creative and can dig deep within ourselves to find positive solutions to different problems. Juice - The “Stuff” it takes to be a Needle Mover We get things done and drive results. We lead without a title, empowering others through a can-do attitude. We look forward to the goal, mentally mapping out every checkpoint on the pathway to success, 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 hug people in their trials, struggles, and failures – not just their success. We appreciate the individuality of the people around us. What You’ll Do As a Data Solutions Architect, you will own the end-to-end lifecycle of technical proof work across the Data and Experiences BU. Your work will directly support Practice Directors, field SAs, and the Delivery Organization across the Intelligent Enterprise, Consumer Experiences, and Data and Analytics practices. Pre-Sales and Client-Facing Technical Work You will design, build, and present client-facing proofs of concept (POCs) and proofs of value (POVs) that demonstrate Trace3’s technical differentiation. These are not vendor-provided sandbox logins or generic demos. They are live, configured, Trace3-branded environments built on the client’s data, the client’s workflows, and the client’s integration points. You will own the scoping, architecture, build, and presentation of these assets. You will lead AI capability demonstrations across the BU’s core technology plays, including agentic AI architectures, retrieval-augmented generation (RAG) systems, multimodal AI pipelines, MLOps platforms, and AI-native data and analytics stacks. You will be the person in the room who can answer the question “can you show me that working?” with a yes – and then show it. You will partner with Practice Directors and field SAs during active sales pursuits to define POC success criteria, scope minimum viable architectures, and ensure that every proof of concept is designed to answer a specific technical question – not to impress, but to advance the deal. AI Innovation and Capability Development You will be a visible, opinionated AI forward thinker within the BU. You will track emerging AI capabilities across the vendor ecosystem, evaluate their relevance to Trace3’s client base, and translate that evaluation into actionable technical assets: working prototypes, architecture reference guides, and intake recommendations for the Accelerators build pipeline. You will build reusable AI accelerator assets – prompt libraries, agent frameworks, RAG pipeline templates, evaluation harnesses, and fine-tuning playbooks – that reduce the time required to stand up AI capabilities from scratch on client engagements. You will not build these assets in isolation; you will build them in collaboration with the TAMs, Practice Directors, and Delivery teams who will use them. You will drive the Accelerators group’s contribution to the Pre-Sales Intelligence Evaluation Suite (CXE, DPE, SPE, IFE) – a set of AI-powered research evaluations that give Trace3 sellers an informed, opinionated starting position before the first client meeting. You will build, test, and refine the agent prompts, research workflows, and output templates that make these evaluations repeatable and high-quality. Delivery Enablement You will build technical tooling that makes the Delivery Organization faster and more consistent. This includes configuration automation scripts that reduce platform stand-up time, automated UAT frameworks that catch issues early in the delivery lifecycle, and documentation automation pipelines that generate as-built artifacts as a byproduct of the delivery process rather than a manual effort at the end. You will serve as the technical escalation path for Practice Directors and SAs who encounter questions they cannot answer – new vendor capabilities, integration edge cases, regulatory requirements that affect architecture decisions. You will research, document, and communicate findings in a form that the requesting team can use immediately. Thought Leadership and Team Contribution You will contribute to the Accelerators group’s internal knowledge base, publishing technical briefs, architecture patterns, and lessons learned from every significant POC or accelerator build. You will mentor junior team members and contribute to the continuous development of the team’s collective capability. You will represent the Accelerators group in vendor technical briefings, partner advisory boards, and internal BU forums. Required Qualifications • Bachelor’s degree in computer science, engineering, mathematics, or a related field, or equivalent professional experience • 5 or more years of experience in solutions architecture, data architecture, or AI architecture with a track record of client-facing technical delivery • 3 or more years of hands-on experience building and deploying AI or machine learning solutions in production or near-production environments • Demonstrated experience designing and building POCs and POVs for enterprise clients, including scoping, architecture, build, and executive presentation • Proficiency in Python and at least one additional language (SQL, Scala, JavaScript, or R) • Hands-on experience with cloud data platforms (Snowflake, Databricks, or equivalent) and at least one major cloud provider (AWS, Azure, or GCP) • Working knowledge of modern AI architectures including large language models (LLMs), RAG systems, vector stores, knowledge graphs, and agentic frameworks • Outstanding communication and presentation skills with both technical and executive audiences, including the ability to present complex AI concepts to non-technical stakeholders • Strong organizational and time management skills with the ability to manage multiple concurrent POC and accelerator builds in a fast-moving environment Preferred Qualifications • Master’s degree in computer science, AI, machine learning, or a related field • Experience with MLOps platforms and practices (model versioning, monitoring, drift detection, retraining pipelines) • Experience with agentic AI frameworks (LangChain, LangGraph, AutoGen, CrewAI, or equivalent) • Experience with ETL and data pipeline architecture at scale (Apache Spark, Kafka, Flink, or equivalent) • Familiarity with CCaaS, UCaaS, or contact center AI platforms (Genesys, Five9, Cisco, or equivalent) • Relevant AI or cloud certifications (Azure AI Engineer, Google Cloud Professional ML Engineer, AWS Machine Learning Specialty, or equivalent) • Experience in a consulting or professional services environment where you have owned client-facing technical deliverables end-to-end • Experience building and maintaining demo environments or technical accelerator libraries for reuse across multiple engagements Actual salary will be based on a variety of factors, including location, experience, skill set, performance, licensure and certification, and business needs. The range 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 base salary. Estimated Pay Range: $160,000 USD - $180,000 USD The Perks • Comprehensive medical, dental and vision 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 Trace3'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 all 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 outcomes, fosters collaboration, boosts teammate satisfaction, and builds a more inclusive culture. As an equal opportunity employer, Trace3 bases all employment decisions based on individual qualifications, merit, and business requirements. We do not engage in discrimination on the basis of race, color, religion, sex (including gender identity, sexual orientation, and pregnancy), national origin, 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 decisions, including hiring, promotions, or mentorship programs. We are committed to providing equal employment opportunities for all. If you require a reasonable accommodation to complete the application process or participate in an interview, please email recruiting@trace3.com. • **To all recruitment agencies: Trace3 does not accept unsolicited agency resumes/CVs. Please do not forward resumes/CVs to our careers email addresses, Trace3 employees or any other company location. Trace3 is not responsible for any fees related to unsolicited resumes/CVs.

Monitor ticketing systems and provide technical support, manage incidents, and assist with new hire training. | High school diploma or GED, 2+ years IT experience, proficiency in Microsoft 365, Active Directory, VPN, and strong communication skills. | Who is Trace3? Trace3 is a leading Transformative IT Authority, providing unique technology solutions and consulting services to our clients. Equipped with elite engineering and dynamic innovation, we empower IT executives and their organizations to achieve competitive advantage through a process of Integrate, Automate, Innovate. Our culture at Trace3 embodies the spirit of a startup with the advantage of a scalable business. Employees can grow their career and have fun while doing it! Trace3 is headquartered in Irvine, California. We employ more than 1,200 people all over the United States. Our major field office locations include Denver, Indianapolis, Grand Rapids, Lexington, Los Angeles, Louisville, Texas, San Francisco. Ready to discover the possibilities 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 innovate and drive constructive change while keeping a focus on the “big picture.” We exercise sound business judgment in making high-quality decisions in a timely and cost-effective manner. We are highly creative and can dig deep within ourselves to find positive solutions to different problems. Juice - The “Stuff” it takes to be a Needle Mover We get things done and drive results. We lead without a title, empowering others through a can-do attitude. We look forward to the goal, mentally mapping out every checkpoint on the pathway to success, 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 hug people in their trials, struggles, and failures – not just their success. We appreciate the individuality of the people around us. About the Role: The Service Desk Technician will provide services and support for a wide variety of customers, including multiple subscribers to the Company’s monitoring and contract Service Desk offerings. In addition, this position will act as a customer liaison for the Service Desk team as assigned. This position will also be responsible for updating runbook documentation as required or requested. What You’ll Do: Monitor ticketing system service boards, inbound email, and receive inbound phone calls. Support multiple customer environments. Troubleshoot basic end-user desktop issues. Act on requests and notifications in accordance with defined procedures, which vary by client. Self-manage assigned tasks in accordance with Service Desk guidelines. Create and manage workflow incidents within approved ticket and monitoring solutions. Create and escalate incident response tickets. Assist with new hire training. Serve as an escalation point for Associate Service Desk Technicians when issues arise with incidents. REQUIRED SKILLS AND EXPERIENCE: A high school diploma or GED is required. A minimum of 2 years of experience with various IT systems and applications. Microsoft Active Directory, Outlook, Exchange, O365, and others. Various VPN technologies, end-user computing systems, and peripherals. Certifications: CompTIA A+, Network +; MS-900 (Microsoft 365 Fundamentals) preferred. DNS knowledge and how it applies to network devices. Strong written and oral communication skills. Strong interpersonal skills. Ability to constantly adapt to rapid change. Intuitive ability to gather data, diagnose, and troubleshoot end-user technology. Ability to confidently explain and deliver complex recommendations. Personally and professionally self-motivated. Ability to effectively prioritize and execute tasks in a high-pressure environment. Strong desire to exceed customer service and expectations. Strong documentation skills for tasks that will ultimately improve the team's knowledge base. Actual salary will be based on a variety of factors, including location, experience, skill set, performance, licensure and certification, and business needs. The range 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 base salary. Estimated Pay Range $23—$27 USD The Perks Comprehensive medical, dental and vision 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 Trace3'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 all 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 outcomes, fosters collaboration, boosts teammate satisfaction, and builds a more inclusive culture. As an equal opportunity employer, Trace3 bases all employment decisions based on individual qualifications, merit, and business requirements. We do not engage in discrimination on the basis of race, color, religion, sex (including gender identity, sexual orientation, and pregnancy), national origin, 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 decisions, including hiring, promotions, or mentorship programs. We are committed to providing equal employment opportunities for all. If you require a reasonable accommodation to complete the application process or participate in an interview, please email recruiting@trace3.com. ***To all recruitment agencies: Trace3 does not accept unsolicited agency resumes/CVs. Please do not forward resumes/CVs to our careers email addresses, Trace3 employees or any other company location. Trace3 is not responsible for any fees related to unsolicited resumes/CVs.

Serve as final escalation for complex incidents in contact center environments and mentor engineers to improve stability. | Extensive hands-on experience with Cisco UCCE, collaboration technologies, scripting, VMware, and ITIL processes required. | Who is Trace3? Trace3 is a leading Transformative IT Authority, providing unique technology solutions and consulting services to our clients. Equipped with elite engineering and dynamic innovation, we empower IT executives and their organizations to achieve competitive advantage through a process of Integrate, Automate, Innovate. Our culture at Trace3 embodies the spirit of a startup with the advantage of a scalable business. Employees can grow their career and have fun while doing it! Trace3 is headquartered in Irvine, California. We employ more than 1,200 people all over the United States. Our major field office locations include Denver, Indianapolis, Grand Rapids, Lexington, Los Angeles, Louisville, Texas, San Francisco. Ready to discover the possibilities 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 innovate and drive constructive change while keeping a focus on the “big picture.” We exercise sound business judgment in making high-quality decisions in a timely and cost-effective manner. We are highly creative and can dig deep within ourselves to find positive solutions to different problems. Juice - The “Stuff” it takes to be a Needle Mover We get things done and drive results. We lead without a title, empowering others through a can-do attitude. We look forward to the goal, mentally mapping out every checkpoint on the pathway to success, 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 hug people in their trials, struggles, and failures – not just their success. 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 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 Actual salary will be based on a variety of factors, including location, experience, skill set, performance, licensure and certification, and business needs. The range 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 base salary. Estimated Pay Range $81,000—$100,000 USD The Perks Comprehensive medical, dental and vision 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 Trace3'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 all 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 outcomes, fosters collaboration, boosts teammate satisfaction, and builds a more inclusive culture. As an equal opportunity employer, Trace3 bases all employment decisions based on individual qualifications, merit, and business requirements. We do not engage in discrimination on the basis of race, color, religion, sex (including gender identity, sexual orientation, and pregnancy), national origin, 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 decisions, including hiring, promotions, or mentorship programs. We are committed to providing equal employment opportunities for all. If you require a reasonable accommodation to complete the application process or participate in an interview, please email recruiting@trace3.com. ***To all recruitment agencies: Trace3 does not accept unsolicited agency resumes/CVs. Please do not forward resumes/CVs to our careers email addresses, Trace3 employees or any other company location. Trace3 is not responsible for any fees related to unsolicited resumes/CVs.