Skip to Content | Skip to Footer

Cisco Systems, Inc. ®

Unified Contact Center Enterprise Requirements

To achieve Unified Contact Center Enterprise (UCCE) ATP certification, partners must fulfill each of the following defined job roles:

  • Account Manager
  • Systems Engineer
  • Project Manager
  • Deployment Engineer/TAC Support

Note: Role sharing guidelines for ATPs are unique and specific for each ATP program. These guidelines sit outside of the role sharing guidelines used for specializations and certifications, allowing a partner to utilize roles that have already been assigned in one or more specialization or certification programs. One individual may not fulfill more than one job role within the UCCE ATP. Persons filling roles must be employees.


Account Manager (AM): (Minimum of 1 required.)
The AM will handle the account management and pre-sales tasks necessary to recognize opportunities and to sell the products. Responsible for providing monthly forecasts to their Cisco Account Manager, attending monthly meetings with Cisco Channel Account Management staff, articulating to customers the CiscoUnified Contact Center Enterprise architecture, demonstrate CCBU applications, prepare technical responses to RFPs, and provide sales support for installed customers.

Prerequisite:

  • n/a

Required Training and/or Exams:

  • View Learning Map (Requires PEC login)

[Return to Top]


Systems Engineer (SE): (Minimum of 1 required.)
SE assists customers with planning, designing, configuring, implementing, and integrating the systems required to support Cisco Unified Contact Center Enterprise solutions. The SE is a key member of the account team and is responsible for ensuring the highest level of technical account management.

Prerequisite:

  • n/a

Required Training and/or Exams:

  • View Learning Map (Requires PEC login)

[Return to Top]


Project Manager: (Minimum of 1 required.)
The deployment PM is the single point of contact for the customer and will manage the deployment of the system, starting from the sales handoff through the deployment and support/maintenance handoff of the system.

Prerequisite:

  • n/a

Required Training and/or Exams:

  • View Learning Map (Requires PEC login)

[Return to Top]


Deployment Engineer (DE)/Tactical Support Engineer: (Minimum of 1 required.)
The DE performs server platform hardware and operating system integration to Cisco product requirements and customer expectations. MCSE/MCSA skills. Responsible for developing the detailed Contact Center technical design, network interconnects platform requirements, configurations and custom engineering definition. Provides Day 2, Level 1 and Level 2, ICM/UCCE technical support directly to customer production Cisco Intelligent Contact Management or Unified Contact Center Enterprise (ICM/UCCE) systems. Has the technical ability to resolve majority of "first call" ICM/UCCE product or customer issues including the ability to analyze traces, diagnose problems and provide Cisco with complete steps to reproduce problem.

Prerequisite:

  • n/a

Required Training and/or Exams:

  • View Learning Map (Requires PEC login)

[Return to Top]
| Terms & Conditions | Privacy Statement | Cookie Policy | Trademarks