Cisco PCCE & Finesse Workflow Engineer

Job 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.

Qualifications

5+ years of experience in Java Full stack development

Experience in GenAI