CISCO PCCE & Finesse Workflow Engineer

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.

Responsibilities

• Back-End Development: Design, build, and maintain efficient, reusable, and reliable code
  for our server-side application
  • Front-End Development: Build engaging and responsive user interfaces using front-end
    technologies including React JS and Angular JS.
  • Database Management: Manage and optimize data storage solutions
  • AI Integration & Prompt Engineering: Utilize experience in prompt engineering (system
    prompts & user prompts) and AI-driven development tools like GitHub Co-pilot and Cursor
    to enhance development efficiency and integrate AI features into applications.
  • System Architecture & DevOps knowledge: In-depth understanding of the entire web
    development process (Object Oriented programming, design patterns, development, and
    deployment) and DevOps practices, including CI/CD pipelines.
  • Performance & Troubleshooting: Troubleshoot existing scripts, perform point bug fixes,
    and conduct application performance tuning and resource usage optimization.
  • Collaboration & Agile Methodologies: Collaborate with cross-functional teams in an Agile
    and Scrum environment, utilizing tools like Jira and Git for project and task tracking.