SP 91841: Call Center Consultant (Rebid)

The Chicago Housing Authority is seeking a qualified consultant to modernize its legacy call center by migrating from on‑premises Cisco Unified Communications Manager (CUCM) to a cloud‑based Webex Contact Center solution. The consultant will be responsible for full‑scale migration, configuration of network and voice infrastructure, documentation, training, and Level‑3 support throughout a 12‑month period, totaling an estimated 1,440 effort hours. The work includes assessment, migration planning, implementation of Webex Calling, contact‑center enablement, security hardening, and delivery of comprehensive training and troubleshooting guides. • Migrate CUCM environment to Cisco UCM Cloud and retire the on‑premises system. • Deploy Webex Calling and Webex Contact Center, configure SIP trunks, IVR, queues, agent profiles, and integrate with Microsoft 365. • Provide documentation, network diagrams, runbooks, and on‑site training for CHA staff. • Deliver Level‑3 technical support for telephony, media, and integration issues over the contract term.