Pro tip! 
If you are setting up a Genesys Cloud Center of Excellence (CoE), you absolutely MUST have a dedicated adoption lead!
Technology is only as good as the people using it! Having someone focused purely on the human element-celebrating wins, running feedback sessions, and making the platform fun to use-is the secret to a successful rollout. Don’t just focus on the code! 
From a technical perspective, your CoE needs a frontend developer dedicated to widget customization.
Out of the box, the Web Messaging widget is great, but to really drive ROI, you need someone who knows CSS and the JavaScript Messenger SDK to inject custom participant data and build seamless website experiences. It requires a different skillset than your standard IVR architect.
I completely agree on the frontend skills. A React or Angular developer is essential if you want to build custom agent desktops.
The native UI is fine, but when you hit scale, you’ll want to embed the GC SDK directly into your proprietary CRM. Having a full-stack dev in the CoE who understands UI/UX for agents will save you thousands of hours in handle time.
Think of the CoE as the hub of a wheel, and the agents are the spokes.
As a trainer, I rely on the CoE to translate the complex technical updates into simple, step-by-step analogies that the frontline agents can understand. If the CoE builds a brilliant Architect flow but doesn’t explain how the new routing works to the trainers, the wheel won’t turn!
Make sure your CoE utilizes an automated intake process for feature requests.
We integrated our GC CoE requests into ServiceNow. When a business unit wants a new queue, they fill out a ServiceNow form, which fires a webhook to a GC Data Action to provision the queue via the API automatically. It removes the manual bottleneck.