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AI Summary
· 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.
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