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Nexus · Delivery Methodology & Gated Process
Welcome to ACME Language School Migration
Your Gate 0 checklist & what to expect

Hi Taylor,

My name is Nexus, and I'll be your delivery methodology and gated process partner for ACME Language School Migration. Think of me as your behind-the-scenes accountability system — I help keep the project on track, flag risks early, and make sure nothing falls through the cracks.

SOW Governance Briefing
SOW: 982714 - GC Migration and CX Transformation
Complexity: High Complexity Migration Program
Project scope
  • Migration from legacy platform to Genesys Cloud CX for 2000 agents (Objective 1)
  • Approximate 10-month duration with 6 go-live events aligned to Customer LOBs
  • Project Initiation: kick-off, communication plan, PM assignment, Technical Lead capped at 340 hours
  • Discovery & Design: up to 20 sessions of up to 4 hours each, FRS deliverable with up to 2 review cycles
  • Genesys Cloud System Configuration: base config, voice services (BYOC Cloud), call routing, email routing, web messaging
  • Call Routing: up to 24 Schedules, up to 200 ancillary voice call flows, up to 100 Queues, up to 100 Scripts, up to 2 recording retention policies
  • Email Routing (Use Case CE16): up to 10 email addresses, up to 100 email queues, up to 100 email flows
  • Web Messaging Routing (Use Case CE34): up to 4 consult sessions, up to 2 web message flows and 2 queues
  • Integrations: SSO (SAML), up to 2 AppFoundry apps (Audiohook, Verint Connector for QM), up to 3 OAuths for Verint WFM (CSI, STCI, ASCM), Web Service Data Actions, API consulting
  • System Testing: Genesys QA/unit testing, Smoke Testing (up to 5 tests / up to 6 rounds of up to 500 concurrent test ports), Customer-led UAT with up to 30 business days UAT support
  • Genesys Cloud Development System Configuration with one-time code replication from Prod to Dev Org
  • System Go Live: go-live planning (4 sessions), go-live support (up to 30 business days), Knowledge Transfer/TOI (up to 2 sessions of up to 4 hours)
  • Genesys Cloud DevOps Services: CX as Code QuickStart and CX as Code Consulting (up to 80 hours over 4 weeks)
  • Value Realization Program with four workstreams and defined deliverables
  • Project Closure and transition to Genesys Customer Care
Risks
  • Customer currently has a large number of call flows built from 5 standard templates that must be reviewed and consolidated
  • Scope capped at 100/200 flows
  • Customer currently has over 700 Email flows to be reviewed and consolidated, but only up to 100 email flows are in scope
  • Potential mismatch: narrative references 6 go-live events but Go Live Planning and Go Live Support sections assume one (1) go-live event
  • Additional events require PCR
  • Discovery & Design going beyond two weeks after project start date may impact/delay the entire project schedule
  • Iterative discovery process may necessitate amendments via PCR requiring additional funding
  • Only up to 2 FRS review cycles included
  • Additional cycles require Change Order
  • One-time only code promotion from Prod to Dev Org
  • Additional effort requires Change Order
  • UAT design and execution is Customer responsibility
  • UAT-driven design changes are outside estimated hours and may affect timeline
  • All services delivered remotely
  • On-site requests trigger additional time and travel costs via PCR or separate SOW
  • Genesys not responsible for third-party applications or Customer network configuration issues
  • Anything not explicitly stated is out of scope and subject to Change Order
Margin protection areas
  • Flow consolidation effort: large existing voice call flow base vs. capped scope (100/200 flows) could drive rework or PCR pressure
  • Over 700 existing email flows vs. 100 email flow cap creates significant consolidation and scope-overrun risk
  • Go-live event count ambiguity (6 events referenced vs. 1 event assumed in Go Live sections) could expand support days beyond fixed price
  • Technical Lead capped at 340 hours (100 call flow redesign / 40 queues / 200 tech lead) — overruns require additional contracting
  • UAT support limited to 8 hours/day over 30 business days; extended UAT cycles from design changes create uncovered effort
  • Go Live support limited to 8 hours/day over 30 business days assuming single go-live
  • CX as Code Consulting capped at up to 80 hours over 4 continuous weeks
  • Discovery & Design capped at 20 sessions of up to 4 hours; overrun beyond two weeks risks schedule slip
  • Only 2 FRS review cycles included before Change Order applies
  • One-time Prod-to-Dev code replication only; additional promotions billable
  • Customer-dependent inputs (CSV user files, test data, identity provider certs, network readiness) can stall milestones and delay billing
  • On-site requests not included — any on-site need triggers travel/expense costs via PCR or separate SOW
  • Customer responsible for all development on back-end systems and third-party integration effort
  • Third-party AppFoundry configuration and defect remediation is vendor responsibility, not Genesys
  • Milestone-based billing tied to acceptance sign-offs; delayed sign-offs delay revenue recognition
Gate 0 actions
  • Confirm the go-live event count discrepancy (6 go-live events in narrative vs. 1 assumed in Go Live Planning/Support sections) and clarify covered support scope
  • Validate the flow consolidation baseline (large voice flow set and 700+ email flows) against the 100/200 flow caps and set expectations for PCR triggers
  • Confirm Customer-named Project Manager, Business Sponsor, and required key roles are identified per Customer Responsibilities
  • Verify Purchase Order is in place
  • Note 2-6 weeks staffing lead time after signed SOW and PO delivery
  • Establish Definition of Done and acceptance criteria requiring written VP-level sign-off before work begins
  • Confirm required Customer pre-work: existing architecture, call flows, IVR config, network readiness documentation
  • Set up governance per Appendix B (Executive Governance, Operational Governance, Risk/Dependency Management)
  • Review milestone billing schedule and align internal delivery milestones (SOW execution 20%, Discovery/Plan 10%, System Config 6 BUs UAT-ready 40%, UAT 15%, Go-Live 15%)
  • Confirm identity provider details/certificates and data action web service readiness for integrations
Executive tech lead focus
  • Lead flow consolidation strategy early in Discovery & Design to fit large existing voice and 700+ email flow inventory into scoped caps
  • Manage the 340-hour Technical Lead allocation carefully across call flow redesign (100h), queues (40h), and tech lead (200h)
  • Plan FRS development to complete within the 2 included review cycles and drive timely acceptance to unblock configuration
  • Design phased/incremental go-live approach across 6 LOBs while reconciling single-go-live assumptions in support sections
  • Coordinate integration dependencies: SSO/SAML, Verint WFM OAuths (CSI, STCI, ASCM), AppFoundry apps (Audiohook, Verint QM), Web Service Data Actions
  • Ensure network readiness and Audio Quality Assessment prerequisites are met before VoIP/SIT testing
  • Prepare Smoke Test plan for up to 6 rounds of up to 500 concurrent test ports ahead of go-live
  • Confirm Customer developer resources are ready for Embeddable Framework Agent Desktop work (Customer-owned)
  • Track Discovery & Design timeline to avoid the two-week overrun that risks schedule slip
Your Checklist

Fill it out right in this email, then hit Reply and send it back to me:

  • 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
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 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