Boutique CX Design & Channel Advisory Est. in the messy middle

The deal closed.Congratulations.Now it has to deliver.

Everything after the signature — scope, handoffs, integrations, cutover — is where CX programs quietly die. FoundryCX exists for exactly that part. We architect it, govern it, and run it until it's boringly reliable. For vendors, TSDs, masters, agencies, and the enterprises they serve.

Book a 30-min session → Open the case files
RB-00The failure mode

Scope drift has a script. We've memorized it.

Your legacy system carries dozens of customizations — the quirks that give the business its character. The migration plan pretends the character isn't load-bearing. It always is. Here's the movie:

Phase 1

Core go-live. Half the character features quietly slide to Phase 2.

Phase 1.5

Emergency stand-up. The stuff that got cut turns out to be load-bearing.

Phase 2→3→4

The backlog keeps sliding right. Nothing is ever actually "done."

Month 18

The ROI deck from the sales cycle is fiction. The platform gets blamed. The RFP goes back out.

We've put clients on these platforms — and taken them off. The #1 reason they leave isn't the platform; it's the drift. We see it coming from the demo, and we build the delivery discipline that keeps Phase 1 actually Phase 1.

The new wrinkle: the deal ships with AI in it now — voice agents, agent-assist, autonomous CX. Deployment gets the press release; someone still has to make sure the thing behaves. Governance is the new messy middle — and we've been governing production AI agents in the field since before the industry had a word for it. Checklist item [08]. FILE 02 in the locker.

RB-01Two ways in

One delivery layer. Pick your door.

For the channel

You sell. We make it deliver.

Supplier, TSD, master, or agency — we build, fix, or run the post-sale machinery behind you, under your brand, at margin.

  • White-labeled professional services
  • Brokered white-labeled delivery into a Fortune-50 telecom conglomerate
  • Certified partner program design — we built the channel's first
  • PMO-as-a-service · delivery governance
  • MDF → booked pipeline, measured in meetings
 For enterprises

Your program is on the line.

Running — or rescuing — a high-stakes CX program. We deliver the messy middle your last vendor couldn't.

  • PS Ops Intensive — 30–60 day engagement
  • Delivery rescue for programs going sideways
  • Integrations & middleware, designed around failure modes
  • Cutover discipline for peak-traffic operations
RB-02The checklist

We work where sales stops and delivery begins.

[01]

PS Ops Intensive30–60 day engagement

Sharpen scoping, packaging, delivery, and margin on your services business — fast, and without the theater.

Enterprise · Channel
[02]

Delivery RescueWhen it's slipping

Parachute into a high-stakes program going sideways — governance, cutover discipline, and the operating model that stops the firefighting.

Enterprise
[03]

Integrations & MiddlewareHigh-risk glue work

The weird, high-risk glue between CCaaS, CRM, ERP, and legacy platforms — designed around failure modes, not demo scripts.

Enterprise
[04]

White-Labeled PSDelivered under your brand

Professional services packaged, governed, and delivered as yours — margin without building and carrying the org.

Channel
[05]

Partner Program DesignThe model we built first

Stand up and run Certified Implementation Partner Programs — the framework we pioneered for the channel, tailored to yours.

Suppliers · Vendors
[06]

Channel Demand GenMDF → booked pipeline

Turn co-op and MDF dollars into meetings. Targeted campaigns measured in booked pipeline — not impressions.

Channel
[07]

PS Org StrategyBuild, buy, or don't

Advising agencies and partners on whether to stand up a professional-services org at all — and how to scope it so it doesn't collapse under its own yes.

Channel · Agencies
[08]

CX AI GovernanceGuardrails for the agents you're deploying

AI is flooding the contact center — voice AI, agent-assist, autonomous CX agents. Deploying it is easy; governing it is the hard, unglamorous part. We bring delivery discipline to AI: guardrails, compliance, monitoring, escalation design, and responsible-AI vendor governance — so it stays reliable and safe.

Enterprise · Channel · Vendors

"Everyone thinks a PS org is just hiring a few engineers and pointing them at a problem. Engineers love to say yes — like salespeople — and back themselves into corners. Knowing when NOT to build is half the job."

The FoundryCX POV · Adam Raymond

RB-03Evidence locker

The names are redacted. The results are not.

Nine programs pulled from the locker. Every one had a signature, a deadline, and a way to go wrong. None of them did.

FILE 01Multi-Site CCaaS · Rapid Launch

125 Seats, Live Over One Weekend

125-seat CCaaS · full go-live in ~72 hours

  • Deal signed Monday — paperwork stalled kickoff until Friday
  • By Monday morning: fully live, with trained agents, supervisors, and managers
  • Reporting live on day one
  • The impossible timeline, made boring.
NDA-Safe
FILE 02Pro Sports · Live-Venue Infrastructure

The Ops Agent, Governed on Purpose

Conversational AI · Slack-native · league-wide venue control · shipped ~3.5 years ago

  • Built and governed the agent a pro league provides its teams to manage on-site hard infrastructure across its ballparks
  • Personality tuned curt by design — an engineer about to power-cycle critical gear does not want "Are you sure? Maybe get some rest."
  • Matching agent behavior to operational reality — that is the governance
  • AI governance before it had a name.
NDA-Safe
FILE 03Global Media & Entertainment

Multi-Country CCaaS Rollout

17,000 agents · 19 countries · NICE CXone

  • Rollout governance + regional execution model
  • Standardized delivery patterns across countries
  • A high-visibility deployment kept boring — the goal
NDA-Safe
FILE 04Digital Software Co.

Contact Center Transformation

24-month program · 10 integrations · $13M

  • Multi-system integration delivery at scale
  • Packaging + scope controls to protect margin
  • Program chaos turned into a predictable engine
NDA-Safe
FILE 05Global Sports Media

NICE → Genesys Migration

2,300 core agents · ~5,000 on event days

  • Migration path + cutover runbooks for peak events
  • Vendor politics navigated without derailing delivery
  • A safer, cleaner post-close operating model
NDA-Safe
FILE 06Global Media · On-Air Talent

Confidential Talent HR Line

Security-first HR contact line · high-profile clientele

  • Confidential HR contact line for a global broadcaster's on-air talent
  • Discretion + security architecture built for a sensitive, high-visibility population
  • High-trust, high-security, invisible by design.
NDA-Safe
FILE 07Public Sector · Crisis Response

Rapid COVID Response Centers

~75 stand-ups · public agencies · nationwide

  • Repeatable playbook for standing up rapid-response contact centers during COVID
  • ~75 launches for public agencies across the country — same motion every time
  • One playbook, dozens of crises, every one landed.
NDA-Safe
FILE 08Major Student Loan Servicer

NICE + Custom Middleware Layer

~3,700 agents · security-heavy environment

  • Middleware/admin console unifying CX operations
  • Workflows simplified beyond vendor-native tooling
  • Less reliance on specialists; more ops autonomy
NDA-Safe
FILE 09Channel / Partner Delivery

White-Labeled PS Engine

CCaaS + UC ecosystems · partner delivery at scale

  • Partner-ready PS packaging + delivery model
  • Guardrails: scope, margin, handoffs, escalation
  • Consistent post-close experience across partners
NDA-Safe

Customer details redacted by design — the outcomes are the point.

RB-04Who answers the phone

Two operators. One accountable firm. Zero juniors billing to learn.

You're not buying a bench of juniors — you're buying the people who've run it, standing on a vetted, certified delivery bench sized to the work.

Founder · Owns the outcome
Adam Raymond

Adam Raymond

A career in the messy middle: built the channel's first Certified Implementation Partner Program, ran delivery as a VP through scale and acquisition, and carried Fortune-scale migrations — 17,000+ agents across 19 countries. Sources the deal, owns the delivery, guarantees the outcome. That's the whole job.

Vendor-led program governance: 450+ active implementations · 35 certified partners

A|R · LinkedIn ↗ — profile

Contact card ↗ — save vCard & direct lines

Operations Partner · Runs the machinery
Kimberlie Raymond

Kimberlie Raymond

The machinery behind the firm — partner relations, contracts, A/R & A/P, scheduling, deliverable tracking, and the client care that remembers the human details. Eight years running statewide government programs and million-dollar funding processes. High-stakes chaos management, it turns out, is transferable.

"Boringly reliable, humanly delivered."

K|R · LinkedIn ↗ — profile

Contact card ↗ — save vCard & direct lines

BEHIND THEM: a vetted, certified delivery bench — sized to the work, never billed to learn.

RB-05Where we operate

Contracted across the channel's major TSDs.

Direct partner agreements with the distributors that matter — plus a vetted supplier seat in the Cloud Tech Gurus inventory. We source, architect, and deliver inside the ecosystem — not advise from the sidelines.

Telarus
AVANT
Intelisys
Sandler Partners
Cloud Tech Gurus

Partner & supplier agreements held directly by FoundryCX Advisors

RB-06Start here

Tell us what's on fire. Or about to be.

✓30 minutes. We map the mess and tell you if it's doable.
✓No fluff, maximum signal. You'll leave with a sharper picture either way.
✓Straight from the operators. The people on this page are the people on the call.

Prefer direct? Email Adam directly ↗
Or connect on LinkedIn ↗

Intake · RB-06

Read by a person. Answered by the same person.