Series: Contact center enablement

It is critical to choose the right people for the right roles. Choose team members who work collaboratively, communicate clearly, and complete project milestones in a timely manner. The assigned Genesys Enablement Lead serves as your main contact and organizes the Genesys team members to support your implementation.

Defined roles help to form a collaborative partnership with your Genesys project team. Take the time to formally assign employees to the project roles, communicate their responsibilities, and discuss how each team member’s accountability in communicating project activities and progress.

The right project team significantly impacts the success of the project. Consider each team member’s skills, knowledge, workload, and timing of their contributions.

Customer roles

  • Architect/Call Flow Administrator — Responsible for constructing call flows using Architect.
  • Business Champion — Provides resources and funding for the implementation, removes organizational roadblocks, and articulates the business vision during project implementation.
  • Contact Center Manager — Responsible for configuring and running contact center activities such as outbound dialing campaigns, scripts, quality evaluations, and workforce management schedules.
  • Contact Center Agent — Performs inbound and outbound customer interactions by phone, email, or chat. Responsible for joining queues, annotating recordings, viewing evaluations, and assigning wrap-up codes.
  • Contact Center Supervisor — Acts in a managerial role to the agents and handles such responsibilities as managing queues, generating reports, managing wrap-up codes and canned responses, viewing performance data, and reviewing call recordings.
  • Designated Support Contact — Acts as the liaison between the customer and Genesys Cloud Support. Responsibilities include maintaining a general understanding of Genesys Cloud services and participate in support ticket troubleshooting.
  • Infrastructure Expert — Acts as point of contact for any LAN/WAN/telecom-related activities during project implementation.
  • Project Manager — Acts as a point of contact for resource management, logistics coordination, and internal communications management during project implementation.
  • Genesys Cloud Administrator — Responsible for daily operation, user and group administration, configuration changes, usage policies, and collection of materials needed by Genesys Cloud Support like conversation IDs or console logs.
  • Genesys Cloud Developer — Responsible for creating applications that use the Genesys Cloud APIs or integration capabilities. Familiar with web programming and REST APIs.


Discuss the following questions with your team:

  • Are adequate internal resources available to support a new technology implementation? What are the requirements for each project role, and do assigned employees have the bandwidth to meet project deliverables within the projected dates? Should you temporarily reassign some of their “day job” responsibilities to other resources?
  • Is the assigned customer project manager knowledgeable about the organization’s “project culture”? For example, has your organization completed large, complex technology implementations with members of the existing project team? Are there any unique roadblocks? Is the Project Manager someone who has influence within the organization and the project team?
  • Are project team members accustomed to working collaboratively and being held accountable for project deliverables in addition to their primary job responsibilities?


Take the following actions before moving forward:

Preparation Assigned to Complete date
Use the list of customer project roles above to identify the best candidate for each role. Share responsibilities associated with the role with each prospective project team member to determine if they are available to fulfill that role.
Compile a list of project team members with job titles and contact information. The Genesys team provides you with the same information on their side.
Meet with team members prior to project kickoff to share project goals, the vision for how the project team works together, how to internally track project activities and progress, and standard communication channels.  
Schedule regular internal project team meetings to track project progress, ensure team members receive adequate support, and identify/remove project roadblocks. 

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