Cisco UCCE
Cisco UCCE (Unified Contact Center Enterprise) is a system that large companies use to manage their customer service operations. Think of it as a sophisticated phone system that handles customer calls, routes them to the right agents, and provides tools to supervise call center operations. It's like an advanced traffic controller for customer interactions, helping businesses handle thousands of customer contacts through phone calls, emails, chat, and social media. When you see this on a resume, it usually means the person has experience working with large-scale customer service operations.
Examples in Resumes
Managed a team of 200 agents using Cisco UCCE and UCCX platforms
Implemented Cisco Unified Contact Center Enterprise solution for a 500-seat contact center
Designed and configured UCCE call flows serving 50,000 customers daily
Typical job title: "Contact Center Engineers"
Also try searching for:
Where to Find Contact Center Engineers
Online Communities
Professional Networks
Industry Events
Example Interview Questions
Senior Level Questions
Q: How would you handle a major outage in a contact center with 1000+ agents?
Expected Answer: Should demonstrate knowledge of disaster recovery procedures, backup systems, and ability to manage crisis situations while maintaining customer service operations.
Q: Describe your experience with contact center capacity planning.
Expected Answer: Should explain how to analyze call volumes, predict growth, and plan for technology and staffing needs based on business requirements.
Mid Level Questions
Q: How do you set up call routing in UCCE?
Expected Answer: Should be able to explain how calls can be directed based on agent skills, time of day, customer needs, and other business rules in simple terms.
Q: What reporting tools have you used to track contact center performance?
Expected Answer: Should mention experience with standard UCCE reports, understanding of key metrics like average handling time, abandon rates, and service levels.
Junior Level Questions
Q: What are the basic components of a UCCE system?
Expected Answer: Should be able to describe main parts like the call router, agent desktop, reporting system, and how they work together in simple terms.
Q: How do you handle basic agent desktop issues?
Expected Answer: Should demonstrate understanding of common problems agents face and basic troubleshooting steps.
Experience Level Indicators
Junior (0-2 years)
- Basic system monitoring
- Agent desktop support
- Simple call flow configuration
- Basic reporting and analytics
Mid (2-5 years)
- Complex call routing setup
- System upgrades and maintenance
- Performance monitoring
- Integration with other systems
Senior (5+ years)
- Contact center architecture design
- Capacity planning
- Disaster recovery planning
- Multi-site implementations
Red Flags to Watch For
- No hands-on experience with actual contact center operations
- Lack of understanding of basic customer service concepts
- No knowledge of call center metrics and KPIs
- Unable to explain how call routing works
- No experience with system upgrades or maintenance
Related Terms
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