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Contact Center Black Belt Framework for Engineers

Begin your Black Belt Recognition

The objective of Contact Center Black Belt Framework is to develop and reward our most valued Contact Center presales and postsales SEs in our partner community by giving them focused & preferential treatment and access to Cisco resources such as training and SME direct assistance.

The Framework consists of three levels process to develop partner pre-sales and post-sales Contact Center SEs to lead customer engagements from end to end. There are measurable milestones that help to effectively align training efforts and resources.

Note: Partner Engineer from Master Collaboration certified partners to choose CCX track and ATP certified partners to choose CCE, any exception apart from this might lead to rejection of your participation. If any discrepancy/ exception reach out to program owners (btavadia@cisco.com or  apjpse_pmo@cisco.com)

Pre-sales Track

Level 1 - Novice

Gear up

It is compulsory to attend Contact Center workshop arranged by Cisco team along with dCloud training on Customer care portfolio and some salesconnect training videos (links will be sent to participant individually).

Level 2 - Ace

Go to Market

It is compulsory to attend deep dive technical workshops for CCX/ CCE and attend dCloud training for RE, ECE and CUIC along with BOM creation training along with some salesconnect training videos (links will be sent to participant individually).

Level 3 – Black Belt

Generate Opportunities

It is compulsory to attend Boot camp for CCX/ CCE, Design consideration trainings (CCX, CCE, CVP) and A2Q training (targeted to CCE exclusively) conducted by Cisco team.

Evaluation

To get Level 1 (Novice completion certificate), the SE should:

  • Pass the COLT exam related to Level 1- Novice
  • Showcase dCloud demo to Cisco team
  • Register your interest here. We will contact you for the necessary arrangements.

Evaluation

To get Level 2 (Ace completion certificate), the SE should:

  • Pass the COLT exam related to Level 2 - Ace
  • Showcase dCloud demo to customers and submit POE (proof of execution) to Cisco team
  • Showcase RE, ECE & CUIC dCloud demo to Cisco team (if not covered in Customer demo)
  • Submit your proof of execution here.

Evaluation

To get Level 3 (Black Belt completion certificate), the SE should:

  • Create BOM and Solution design document respective tracks (CCX/ CCE)
  • Legitimate leads to be generated (verified by Cisco sales team)
  • Pass the final interview with CC masters

Post-sales Track

Level 1 - Novice

To Talk

It is compulsory to attend CC workshop arranged by Cisco team along with dCloud training on Customer care portfolio and some salesconnect training videos (links will be sent to participant individually).

Level 2 - Ace

To Implement

Partner SE need to attend Management/ administration /Implementation training for CCX/ CCE conducted by Cisco team or Bootcamp for CCX/CCE (TBD) respectively along with some salesconnect training videos (links will be sent to participant individually)

Level 3 – Black Belt

To Troubleshoot

Partner SE need to attend Boot camp for CCX/CCE, Design consideration trainings (CCX, CCE, CVP) and Cisco TAC based training for CCX/ CCE.

Evaluation

To get Level 1 (Novice completion certificate), the SE should:

  • Pass the COLT exam related to Level 1- Novice
  • Showcase dCloud demo to Cisco team
  • Register your interest here. We will contact you for the necessary arrangements.

Evaluation

To get Level 2 (Ace completion certificate), the SE should:

Evaluation

To get Level 3 (Black Belt completion certificate), the SE should:

  • Submit resolved list of customer's Q&A (without taking Cisco TAC's help)
  • Lab deployment of respective tracks based on the configuration given and TAC best practices
  • Pass the final interview with Contact Center masters
  • Submit your proof of execution here.

Complete your training and be rewarded

Cisco Reward Points

Cisco Reward Points will be awarded for completing each level in the Pre sales, Deployment and Support Tracks.

  • Level 1: Black Belt certification + 20,000 Cisco reward points
  • Level 2: Black Belt certification + 40,000 Cisco reward points
  • Level 3: Black Belt certification + 80,000 Cisco reward points

Before you begin, both you and your company have to be enroled in the Cisco Rewards Program. Please contact your company’s Partner Administrator for more information.

* On achieving each level in the Black Belt Frame work you will be eligible for Cisco Rewards points. It is at the discretion of the company you work for if you can get the points as individuals or as a group.**Point recipients are solely responsible for any local, state, or federal taxes, and any other taxes, costs, expenses and fees connected with the receipt or redemption of the points or prizes thereof. Please refer Cisco Rewards Terms & Conditions for more information.