Job Description
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 i...