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 enginee...