💼 Full-Time Position

Cisco PCCE and Finesse Workflow Engineer

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XMPP Standards Foundation
📍 , , canada, , , canada, Canada
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Location
, , canada, Canada
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Posted
June 04, 2026
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Type
Full-Time
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Full-Time Opportunity: This is a permanent, full-time position with a competitive package and real career growth potential.

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 including game days and chaos enginee...