Contact Center Replacement

The City of Sacramento seeks an experienced AWS‑certified integration partner to migrate its eight on‑premises Cisco PCCE call centers to an Amazon Connect‑based, omni‑channel contact‑center solution. The effort includes full replication of existing call‑flow logic, integration with Salesforce, ServiceNow, Oracle CC&B, and ESRI GIS, and redevelopment of the 311 Intelligent Virtual Assistant using AWS AI services. The project will be delivered in phased migrations, beginning with simple queue‑only centers and culminating in a rebuilt IVA with advanced self‑service capabilities. • Migrate ~193 agents across 8 centers from Cisco PCCE to AWS Connect, preserving DIDs and SIP trunks. • Implement AI‑driven IVA (Amazon Lex/Polly) with integrations to city CRM systems and GIS for address validation. • Provide full suite of contact‑center functions: voice, chat, SMS, email, multilingual routing, PCI‑compliant recording, workforce management, QA, reporting, and training. • Deliver documentation, training, and post‑go‑live support; comply with PCI, HIPAA, CCPA/CPRA, and WCAG 2.1 AA standards. • Fixed‑price, all‑inclusive proposal required; award based on technical merit, experience, references, and price.