Generated live by the Node port from the project record.
# Tech Lead Onboarding (Draft T-03)
**Manual draft only. Do not send.**
**From:** nexus@nexus-genesys.com
**To:** taylor.smith@example.com
**Subject:** Welcome to ACME Contact Center Modernization -- Your Gated Process Checklist & What to Expect
---
Hi Taylor,
My name is Nexus, and I'll be your delivery methodology and gated process partner for ACME Contact Center Modernization. Think of me as your behind-the-scenes accountability system. I'm here to help keep the project on track, flag risks early, and make sure nothing falls through the cracks.
**SOW Governance Briefing**
[SAMPLE DATA] Fictional demo SOW governance briefing. Not a real customer engagement.
SOW: SOW-ACME-2026-002 - ACME Contact Center Modernization
Complexity: High Complexity Contact Center Modernization
**Project scope**
- Fixed price professional services engagement
- Estimated duration: approximately 8 months
- Multi-phase Genesys Cloud implementation
- 1,200 agents across Sales, Service, and Support lines of business
- Voice, Email, Web Messaging, and Callback
- Cloud telephony readiness required
- CRM screen-pop and data lookup integration
- Workforce engagement management readiness review
- Quality management reporting alignment
- Migration from legacy contact center platform
- Phased rollout by line of business
- Value realization and adoption tracking included
- Multi-LOB implementation with several operational dependencies
- Routing design and queue structure must be validated early
- Legacy call flow simplification may affect scope
- Email routing and web messaging ownership must be confirmed
- CRM lookup and screen-pop design may require customer technical readiness
- UAT planning may be complex because multiple business groups are involved
- Cutover sequencing must be managed carefully across phases
**Risks**
- Legacy flow consolidation may take longer than expected
- Business units may have different routing and reporting requirements
- CRM integration ownership may be unclear
- Customer telephony readiness may affect schedule
- UAT participation may be inconsistent across lines of business
- Phased rollout may require more coordination than currently assumed
- Reporting expectations may exceed baseline scope
**Margin protection areas**
- Additional custom routing logic
- Additional CRM data actions or screen-pop complexity
- Expanded UAT support
- Extra cutover events
- Additional reporting dashboards
- Delays caused by customer readiness gaps
- Scope expansion during adoption and value realization discussions
**Gate 0 actions**
- Confirm Delivery Manager and Tech Lead assignments
- Review SOW assumptions and exclusions
- Validate high-level architecture and integration assumptions
- Confirm customer readiness contacts
- Identify routing, reporting, and integration risks
- Open initial risk log
- Confirm Gate 1 kickoff readiness
**Executive tech lead focus**
- Protect routing and integration scope
- Confirm customer technical readiness
- Identify customer-owned dependencies early
- Prevent premature Discovery kickoff
- Keep phased rollout assumptions visible
**Your Checklist**
Your checklist is embedded below in this email. To fill it out:
- Type x inside the brackets to mark an item complete: [x]
- Type x in the N/A field if an item does not apply: N/A: [x]
- Type your explanation after Notes: if a deliverable could not be met
Once filled out, simply hit Reply and send it back to me.
GATE 0 -- Pre-Sales and Kickoff Preparation
Target Completion: 2026-06-15 (informational only)
**Core**
[ ] G0-01 | Delivery Manager Assigned if applicable
N/A: [ ]
Notes:
[ ] G0-02 | Deal Review (DAP Tab 1&2)
N/A: [ ]
Notes:
[ ] G0-03 | Complexity Evaluation
N/A: [ ]
Notes:
**SS&AI**
[ ] G0-SSAI-01 | IVR estimates provided by SS&AI Presales Architects
N/A: [ ]
Notes:
[ ] G0-SSAI-02 | Enhanced TTS bundle sold in SO for Polly voice
N/A: [ ]
Notes:
[ ] G0-SSAI-03 | Virtual Agent sold for alphanumeric, address, name, email address, drug names, FAQs etc.
N/A: [ ]
Notes:
[ ] G0-SSAI-04 | SS&AI Reusable Assets Leveraged?
N/A: [ ]
Notes:
**Reporting**
[ ] G0-RPT-01 | Validate customer reporting goals, collect example requirements, and success criteria
N/A: [ ]
Notes:
[ ] G0-RPT-02 | Assess data sources: 1) Standard Reports 2) A3S, Liquid App, or App Foundry Partner 3) A3S, Liquid App, or App Foundry Partner [Needs Review]
N/A: [ ]
Notes:
[ ] G0-RPT-03 | Customer Data Integration: GC Lakehouse, APIs, or EventBridge
N/A: [ ]
Notes:
[ ] G0-RPT-04 | Based on chosen data sources, ensure customer requirements can be achieved, if not, data source re-evaluation is required
N/A: [ ]
Notes:
[ ] G0-RPT-05 | Identify gaps and opportunities between out-of-the-box reporting and collected business needs.
N/A: [ ]
Notes:
[ ] G0-RPT-06 | Define high-level solution approach and architecture
N/A: [ ]
Notes:
[ ] G0-RPT-07 | Estimate effort, timeline, and dependencies for SOW
N/A: [ ]
Notes:
**What to Expect From Me**
- Every Friday at 8am your time, I'll send you a project status email
- When you submit an update mid-week, I'll confirm receipt and log your progress immediately
- Gate work can run in parallel when approved by delivery leadership
**Who Is Looped In**
Morgan Lee - morgan.lee@example.com
Jordan Patel - jordan.patel@example.com
Nexus
Delivery Methodology & Gated Process Director
nexus@nexus-genesys.com