Cisco PCCE & Finesse Workflow Engineer

Job 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.