ACME Transport Migration

Scope highlights

• Migration from legacy platform to Genesys Cloud CX for approximately 2000 agents
• Approximate 10-month duration with 6 go-live events aligned to Customer LOBs
• Project Initiation including kickoff, communication plan, PM assignment, and Technical Lead capped at 340 hours
• Discovery & Design: up to 20 sessions (up to 4 hours each), FRS document with up to 2 review cycles
• Genesys Cloud base configuration, infrastructure advisory, audio quality assessment, and people/workspace import (up to 2 CSV files)
• Voice Services (BYOC Cloud): up to 2 sites, 5 locations, 4 trunks, 300 User DIDs
• Call Routing: up to 24 schedules, 200 ancillary voice call flows, 100 queues, 100 scripts, 2 recording retention policies
• Email Routing (CE16): up to 10 email addresses, 100 email queues, 100 email flows
• Web Messaging Routing (CE34): up to 4 API consult sessions, 2 web message flows, 2 web message queues
• Integrations and API consulting: SSO (SAML), up to 2 AppFoundry apps (Audiohook and Verint Connector for QM), up to 3 OAuths for Verint WFM, Web Service Data Actions
• System Testing: Genesys QA/unit testing, smoke testing (up to 6 rounds, up to 500 concurrent test ports, up to 5 test executions), UAT executed by Customer with Genesys UAT support (up to 8 hours/day for 30 business days)
• Development System configuration with one-time code replication from Prod Org to Dev Org
• System Go Live: planning (up to 4 sessions), Go Live support (up to 8 hours/day for 30 business days), and up to 2 TOI/knowledge transfer sessions
• Genesys Cloud DevOps Services: CX as Code QuickStart and CX as Code Consulting (up to 80 hours over four continuous weeks)
• Value Realization Program with four workstreams and multiple defined deliverables
• Project Closure with transition to Genesys Customer Care

Risk highlights

• Customer currently has a large number of call flows built on 5 templates to be consolidated; only 100 flows in scope (SOW notes both 200 and 100 flow figures, creating ambiguity)
• Customer currently has over 700 email flows to be consolidated; only 100 email flows in scope
• Go Live phase contains conflicting assumptions: planning references one (1) go-live event while other sections assume up to six (6) go-live events
• Iterative discovery may require Project Change Requests (PCRs) with potential additional funding
• FRS acceptance limited to 5 business days and 2 review cycles; delays impact schedule
• Discovery & Design exceeding two weeks after project start may delay entire project schedule
• Any post-FRS design changes require Change Orders
• UAT design and execution is Customer responsibility; defects found in UAT require retesting and may affect timeline
• Customer responsible for all Agent Desktop development, third-party systems costs, CI/CD pipeline, and integration development
• On-site resource requests trigger additional time and travel costs via separate SOW or PCR
• Version History contains inconsistent dates (v2 and v3 listed as Jan 2025 while document prepared Jan 20, 2026)
• Technical Lead effort capped at 340 hours across defined activities
• Customer must have certified staff for any additional self-configuration

Margin protection areas

• Flow consolidation scope tightly capped (100 voice flows / 100 email flows) against much larger existing inventory (200+ call flow reference, 700+ email flows) - additional flows require Change Orders
• Go-live event count ambiguity (one vs six go-live events) must be resolved as it materially affects support effort and cost
• Technical Lead capped at 340 hours; monitor consumption against call flow redesign (100h), queues (40h), tech lead (200h)
• UAT support and Go Live support each limited to 8 hours/day for 30 business days - overruns are out of scope
• FRS limited to 2 review cycles and 5-business-day acceptance windows; enforce to protect schedule
• One-time Prod-to-Dev code replication only; additional promotions require Change Order
• Smoke testing capped (6 rounds, 500 concurrent ports, 5 executions) - additional testing requires separate agreement
• Customer readiness dependencies: CSV user files, identity provider certs, working test data, RESTful third-party interfaces, network readiness standards
• Customer-owned responsibilities (Agent Desktop dev, CI/CD pipeline, third-party integration work, back-end web services) must be delivered on time to avoid Genesys idle/rework
• On-site requests not funded - contract separately to protect fixed-price margin
• Discovery must complete within two weeks of start or schedule/cost impact via PCR
• Special Partnership Incentive discount reduces contract value (subtotal 1,045,000 USD reduced to total 875,000 USD) - protect against scope creep given lower total

Executive tech lead focus

• Drive the Discovery & Design sessions (up to 20) to consolidate the large existing call flow and 700+ email flow inventories into the capped 100/100 scope
• Manage the 340-hour Technical Lead budget across call flow consolidation, queue configuration, and technical lead activities
• Confirm integration prerequisites early: SSO/SAML config and certs, AppFoundry apps (Audiohook, Verint QM connector), Verint WFM OAuths, and Data Action web service requirements
• Plan and enforce FRS acceptance and review-cycle limits to protect the configuration start dependency
• Coordinate BYOC voice provisioning (sites, locations, trunks, 300 DIDs) and SIP/carrier consulting
• Prepare smoke testing plan within capped rounds/ports and align with pre-go-live readiness
• Support Customer-run UAT and manage defect remediation within the 30-business-day window
• Clarify CX as Code DevOps prerequisites (CI/CD pipeline ownership, code repo proficiency) with the customer
• Align technical delivery with the Value Realization Program workstreams and KPI baselining
• Track dependencies on Customer-owned Agent Desktop development and third-party integration work

Immediate 7-day action plan (Gate 0)

• Resolve the go-live event count contradiction (one vs six) with sales and customer before baselining delivery plan and support staffing
• Reconcile call flow scope numbers (100 vs 200 references) and confirm the authoritative in-scope figure
• Confirm start date and staffing lead time (2 to 6 weeks after signed SOW plus PO)
• Verify Purchase Order is in place and matches milestone billing schedule (20/10/40/15/15)
• Establish governance structure per Appendix B (Executive Forums, Steering Committee, Design Authority/Change Boards, SCRUMs, stand-ups)
• Assign Genesys Project Manager and Technical Lead and confirm Customer PM single point of contact
• Build Customer responsibility and readiness checklist (CSV files, IdP certs/config, test data, network readiness, RESTful third-party docs)
• Set up Change Management (PCR) process and Definition of Done / acceptance criteria requiring VP sign-off
• Validate assumptions on English-language, remote-only delivery and no custom prompts/translation
• Confirm the six LOBs and phased UAT/deployment approach with the customer

Pricing figures (1,045,000 USD subtotal, -170,000 USD Special Partnership Incentive, 875,000 USD total, and milestone amounts) are present in the artifact and were not invented; they are referenced only where explicitly stated.

Customer name extracted as 'Acme Retail Group' from artifact but formal SOW opening clause has blanks for the entity name.

Internal contradictions detected on go-live event count and call flow scope numbers; flagged rather than resolved.

Complexity classification is an inferred label based on 2000 agents, 6 go-live events, ~10-month duration, multiple integrations, and governance complexity - see confidence_notes.

Version History contains apparently erroneous/inconsistent dates.

Analysis method: AI-assisted extraction

Applied at: 2026-08-04T22:07:38

Assumptions

• Services are provided in a fixed price model billed on milestone completion
• Engagement is built for an approximate duration of 10 months with 6 go-live events aligned to Customer LOBs
• All services delivered remotely unless otherwise specified; on-site requests incur additional time and travel via SOW or PCR
• All services, materials, and communications delivered in English unless otherwise noted
• Custom voice recordings/prompts and translation services are not included
• Genesys may require 2 to 6 weeks notice to staff the engagement after signed SOW and supporting PO
• All 3rd party systems integrating with Genesys Cloud possess a RESTful interface with available, up-to-date documentation
• Customer back-end systems have a web service meeting Genesys Cloud data action requirements
• Customer systems meet minimum Genesys equipment requirements and network readiness standards
• Changes to Customer legacy systems or third-party integrations are not included unless specified
• Genesys is not responsible for issues arising from third-party applications or Customer network configurations
• Customer is responsible for data privacy law compliance
• Prod-to-Dev code promotion done once during normal business hours
• Go Live section assumes one go-live event in planning while other notes assume up to six go-live events
• Customer responsible for Agent Desktop development, CI/CD pipeline setup, and scripts for Genesys automation tools
• SSO: Customer must provide identity provider configuration information and certificates
• AppFoundry application-specific configuration is provided by the application vendor
• Customer provides working test data prior to system development/configuration
• Document valid for 30 calendar days; travel and expenses not included and billed separately

Open questions

• How many go-live events are truly in scope - one or six? The Go Live section is internally contradictory.
• Is the in-scope voice call flow count 100 or 200? Section 3.3.2 states 200 but its note references a 100-flow scope.
• The Customer/legal entity name is inconsistently rendered (Acme Retail Group / ARG) with blanks in the executed agreement clauses - confirm the contracting entity.
• Version History dates appear inconsistent (v2/v3 dated Jan 2025 while document prepared Jan 20, 2026) - which is authoritative?
• What are the six pre-defined LOBs and their sequencing for phased UAT/deployment?
• PO Reference, PO Amount, and PO Expiration Date fields are blank - is a valid PO in place?
• Shipping and billing addresses and contacts are blank in the acceptance section.
• Base Configuration references 'up to 100 flows scope' in notes but does not fully reconcile with the 200-flow header - needs clarification.
• Section 8 states the Value Realization Program supports the initial Go-Live business group only - is scope limited to one LOB?
• Payment amounts and pricing appear at end of document but subtotal/total labels are unlabeled inline - confirm mapping of amounts to milestones.

Confidence notes

• SOW number (982714), title, fixed-price model, ~2000 agents, ~10-month duration, 6 go-live events, phase structure, and detailed configuration caps are well-supported by direct text. Complexity classification 'High Complexity Migration Program' is an inference (labeled) grounded in scale (2000 agents), multiple LOBs/go-lives, numerous integrations (SSO, AppFoundry, Verint WFM, Data Actions), DevOps/CI-CD, and a multi-tier governance model. margin_protection_items, gate0_action_plan, and executive_tl_focus synthesize delivery guidance from artifact facts without adding new contractual scope. Key weaknesses in the source are the contradictory go-live count (one vs six), inconsistent flow scope numbers (100 vs 200), blank contracting/PO/address fields, and inconsistent version dates.