Cisco PCCE and Finesse Workflow Engineer

Design, deploy, and maintain Cisco PCCE (15.x or newer) in high availability and disaster recovery configurations for healthcare contact center environments.

• Build and customize Cisco Finesse agent desktops and gadgets using XMPP event integrations.
• Develop and manage CCP REST API integrations for task creation, routing, and retry logic.
• Configure Media Routing Domains (MRDs) and manage non-voice task concurrency.
• Design and implement dynamic, data-driven routing strategies for patient/member interactions based on real-time agent availability and business priorities.
• Build automated retry, escalation, and failover workflows for critical healthcare communications.
• Ensure all solutions align with HIPAA/PHI compliance and security best practices.
• Implement observability using tools such as OpenTelemetry, Splunk, Prometheus, and Grafana.
• Conduct resiliency testing including game days and chaos engineering exercises.
• Collaborate with business and clinical stakeholders.

Description

• Strong hands-on experience with Cisco PCCE in enterprise environments.
• Proven expertise in Cisco Finesse (agent desktop customization and gadget development).
• Experience with CCP REST APIs and XMPP-based integrations.
• Solid understanding of contact center routing logic (queues, skills, priorities, task routing).
• Experience designing high availability and disaster recovery solutions.
• Familiarity with messaging systems such as Kafka or Redis.
• Experience with observability and monitoring tools (Splunk, Prometheus, Grafana).
• Working knowledge of CI/CD practices (GitOps, Helm, ArgoCD).
• Proficiency with SQL Server or PostgreSQL.
• Experience working in healthcare or other regulated environments (HIPAA/PHI).
• Strong troubleshooting, communication, and documentation skills.

Nice to Have

• Experience integrating Google Contact Center AI (Dialogflow CX) with Cisco platforms.
• Familiarity with Genesys or other contact center platform migrations.
• Advanced knowledge of Docker/Kubernetes (OpenShift preferred).
• Scripting experience (Python, PowerShell) for automation.
• Experience with cloud platforms (AWS, GCP, Azure) in hybrid architectures.