Contact Center as a Service Solution

The Vendor is required to provide cloud-based contact center as a service (CCAAS) solution to replace and modernize its current contact center operations.
- Solution requirements
•    Meets all functional requirements outlined in the CCAAS requirements spreadsheet, including but not limited to: call routing, IVR capabilities, Omni channel support, reporting and analytics, and agent desktop functionality. 
•    Addresses all technical and security requirements outlined in the CCAAS requirements spreadsheet, including but not limited to: system availability, scalability, data security, compliance standards, and integration capabilities. 
•    Integrates with existing commission water systems as specified in the requirements documentation, including [list key systems if known: CRM, ticketing, databases, etc., or state "systems to be identified during requirements validation phase"]. 
•    Supports approximately 250 agents across commission water contact center operations.
- Responsible for complete end-to-end implementation, including:
1. Requirements validation and solution design
•    Review and validate all requirements in the CCAAS requirements spreadsheet with commission water stakeholders
•    Document detailed design specifications and technical architecture
•    Identify and document all integration points and data migration needs (if applicable)
•    Obtain commission water approval on design specifications prior to configuration
2. System configuration and development
•    Configure the CCAAS solution according to approved design specifications
•    Develop and configure all required integrations with commission water systems
•    Configure routing logic, IVR flows, user profiles, security settings, and all other system components
•    Migrate data from existing systems (if applicable) in accordance with agreed-upon migration plan
•    Document all system configurations
3. Testing
•    Develop comprehensive test plans and test cases covering all functional and technical requirements
•    Conduct internal system testing and integration testing
•    Support commission water-led user acceptance testing (UAT)
•    Document all test results and defect resolution activities
•    Remediate all defects in accordance with agreed-upon severity and priority levels
4. Deployment
•    Deploy all approved and tested configurations to the production environment
•    Provide cutover planning and execution support
•    Validate production environment readiness
•    Conduct go-live activities in accordance with approved implementation plan
5. Project management
•    Assign a dedicated project manager as the primary point of contact for commission water
•    Maintain regular project status meetings with commission water stakeholders
•    Provide weekly status reports documenting progress, risks, issues, and upcoming milestones
•    Manage project scope, schedule, budget, and quality in accordance with approved project plan
•    Coordinate all vendor resources and activities
•    Escalate and resolve issues in a timely manner
6. Post-implementation support 5.1 90-day hyper care support
•    Provide 24/7 hyper care support for 90 days following production go-live
•    Immediately respond to and resolve critical system issues
•    Monitor system performance and proactively address potential issues
•    Provide on-demand support to users during the stabilization period
•    Document all incidents and resolutions.