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Job Description & How to Apply Below
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 Open Telemetry, Splunk, Prometheus, and Grafana.
- Conduct resiliency testing including game days and chaos engineering exercises.
- Collaborate with business and clinical stakeholders.
- 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 (Git Ops, Helm, ArgoCD).
- Proficiency with SQL Server or Postgre
SQL. - Experience working in healthcare or other regulated environments (HIPAA/PHI).
- Strong troubleshooting, communication, and documentation skills.
- 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 (Open Shift preferred).
- Scripting experience (Python, Power Shell) for automation.
- Experience with cloud platforms (AWS, GCP, Azure) in hybrid architectures.
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