Cisco PCCE & Finesse Workflow Engineer

· 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.

• 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.

5+ years of experience in Java Full stack development

Experience in GenAI