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CCaaS Documentation

Onboarding new CCaaS Team Members

Introduction: Roles in Onboarding

Section titled “Introduction: Roles in Onboarding”

Onboarding a new team member involves collaboration between several key roles:

  • Manager: Oversees the onboarding process, sets expectations, and ensures the new employee has the resources and support needed to succeed.
  • New Employee: Engages with onboarding activities, completes required training, and integrates into the team and organization.
  • CCaaS Team: Provides technical setup, access to communication tools, and ensures the new employee is ready to work within the CCaaS environment.
  • Service Desk Team: Handles IT provisioning, device setup, account creation, and resolves any technical issues during onboarding.

✅ CCaaS Team Member Onboarding Checklist

Section titled “✅ CCaaS Team Member Onboarding Checklist”

Pre‑Onboarding (2–3 Weeks Before Start Date)

Section titled “Pre‑Onboarding (2–3 Weeks Before Start Date)”

Manager

Section titled “Manager”
  • Confirm start date with Employee.
  • Book a meeting the day before or morning of the new employees start date to discuss first week plan and provide laptop log in information.
  • Connect with Privacy and Security and ODB management to begin security clearance process.
  • Confirm with Service Desk that laptop and accounts are being provisioned.
  • Submit a Service Now ticker for the creation of an Admin Account
  • Submit a Service now ticket for the creation of a GitHub Account, AWS account and Azure account.
  • Schedule introductory meetings:
    • Manager 1:1 (first week).
    • Daily stand‑up invite.
    • Invite to CCaaS Team Meeing and Backlog grooming
    • Invite to Genesys and Shelf Service Management meetings.
    • Invite to Cloud Action Group and CAB
    • Invite to Team Meetings,
    • Add user to all Teams
  • Confirm the CCaaS Documentation Hub and

Employee

Section titled “Employee”
  • Initiate clearance/background checks.
    • [ ]Federal Clearance
    • [ ]Ontario Clearance
  • Sign into Maximus Canada Laptop and set up MFA.

Day‑One Essentials

Section titled “Day‑One Essentials”

Manager

Section titled “Manager”
  • Meet to discuss first week plan and provide laptop log in information.
    • Send welcome message CCaaS Documentation Hub link.
  • Conduct security briefing:
    • Compliance rules, MFA, repo scanning.

Employee

Section titled “Employee”

Week 1–2

Section titled “Week 1–2”
  • Complete Security Clearances
  • Validate device and Admin access:
    • Genesys Cloud, Shelf, Azure, AWS.
  • Review CCaaS Documentation Hub, Service Now backlog and Managed Favorites
  • Meet Security, Service Desk, Enterprise and Operations stakeholders