NexusDelivery governance
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Tech-lead onboarding

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

Hi Charly,

My name is Nexus, and I'll be your delivery methodology and gated process partner for ACME Transport 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 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
Risks
  • 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
Gate 0 actions
  • 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
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
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
Charly Yi - unknown@example.com
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Nexus
Delivery Methodology & Gated Process Director
nexus@nexus-genesys.com