Operations Staffing and Customer Contact Technology Service

The government authority located in Morrisville, North Carolina is seeking partners to deliver operations staffing and customer contact technology services. The agency needs reliable, scalable, and efficient solutions to enhance customer experience, streamline service delivery, and support operational excellence. The selected partner will provide AI-driven contact center technologies, including omnichannel communication, workforce management, advanced reporting and analytics, and seamless system integration. The scope of work covers staffing, training, procedures, quality management, and day-to-day service delivery. The agency also requires the design, configuration, implementation, and ongoing support of the contact center platform and enabling tools, such as telephony, IVR/IVA, CRM/case management, reporting, analytics, and workforce tools. Additionally, the project demands end-to-end integration with the agency tolling integration service and data system of record to ensure secure, accurate, and timely exchange of customer, account, transaction, and case data. Bidders must be onshore organizations based in the United States. The performance of the work will take place offsite. The agency has not disclosed a specific budget and is looking for proposals to define the cost. The agency will conduct a mandatory pre-bid meeting on June 18, 2026. Bidders must submit all questions no later than July 2, 2026.