· 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.