- 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.
