CC-3925 - USA (Illinois) - Call Centre Modernization and Migration Consultant Service - Deadline October 28,2026

(1) Vendor needs to provide call centre modernization and migration consultant service.• The engagement includes: – Migration of Cisco Unified Communications Manager (CUCM) from on–premises to Cisco Unified Communications Manager Cloud (UCM Cloud), including all associated call control, device, and telephony workloads. – Full CUCM to Webex Cloud upgrade, including system discovery, version assessment, migration utilities (Cisco–provided tools), configuration replication, call routing modernization, device migration strategy, and post–cutover validation. – Deployment of Webex Contact Center for omnichannel support – Documentation of voice, network, routing, and integration configurations Integration with Finesse and 2Ring – Knowledge transfer and training for agncy Network & Infrastructure teams Level 3 operational support for phone systems and contact center – The migration should be completed in phases with the call center upgrade being completed first. • The consultant shall provide complete documentation including: – Network and voice topology diagrams – Router/SBC configuration documentation – CUCM Cloud migration runbook and cutover plan. – UCM Cloud dial plan and call routing documentation, including mapping from agency legacy CUCM platform to cloud–based routing constructs. – Webex Contact Center flows, queue logic, agent configuration matrix – Administrative guide for ongoing operations – Troubleshooting runbooks for Level 3 support • Level 3 Support – Consultant shall assist agency with Level 3 engineering support: – Advanced troubleshooting of telephony issues – Root–cause diagnostics for call failures, media problems, signaling, routing – Remediation support for agent issues, call queue behaviors, and IVR anomalies – Support for Microsoft 365 integration issues impacting Webex Contact Center – Assistance with escalations (Cisco TAC, Microsoft Support) (2) The contract period will be for one year.