Genesys Cloud Professional Services

The Vendor is required to provide ongoing professional services to support and optimize the STATE’s existing Genesys Cloud environment.
- Services will include changes to existing contact centers as well as initial configuration and deployment of a limited number of new contact centers and shall include expert consultation, configuration assistance, routing and queue adjustments, feature enablement, reporting and analytics support, and periodic environment health reviews.
- Services may include adjustments to users, roles, skills, IVR flows, digital channels, WEM/QM configurations, dashboards, and integrations, along with proactive recommendations based on platform updates or emerging needs.
- Must describe their experience and methodology in configuring and optimizing skills-based routing within a Genesys Cloud platform. Include examples of how routing strategies were designed or improved for efficiency and performance.
- Must describe in detail their experience and approach in configuring, optimizing, or supporting automatic call distribution (ACD) methods within an existing Genesys Cloud platform. 
- The response should include examples of how the Offeror has assisted clients in designing or improving call routing strategies, queue management, and agent assignment logic.
- Must describe their approach and experience in defining and managing call overflow thresholds and escalation procedures within Genesys Cloud platform.

- Questions/Inquires Deadline: January 05, 2026