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).

Robust 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.

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📌 Cisco PCCE and Finesse Workflow Engineer (Manitoba)
🏢 XMPP Standards Foundation
📍 Manitoba