Cisco PCCE & 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. · Collaborate with business and clinical stakeholders to