Cisco PCCE & Finesse Workflow Engineer

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.

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