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 engineering exercises.