Operations Staffing and Customer Contact Technology Service

The government authority located in Morrisville, North Carolina is seeking partners to deliver reliable, scalable, and efficient operations staffing and customer contact technology services. The agency aims to enhance customer experience, streamline service delivery, and support operational excellence through this procurement. The selected partner will provide AI-driven contact center technologies, including omnichannel communication, workforce management, advanced reporting, analytics, and seamless system integration. The scope of work covers staffing, training, procedures, quality management, and day-to-day service delivery. The agency requires the design, configuration, implementation, and ongoing support of the contact center platform and enabling tools, such as telephony, interactive voice response or interactive virtual assistant, customer relationship management or 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. Eligible bidders must be onshore organizations based in the United States. The performance of all contracted work will take place offsite. The agency has not disclosed a set budget and is looking for proposals to determine the cost of the services. The procurement schedule includes a mandatory pre-bid meeting on June 18, 2026. Bidders must submit all questions regarding the opportunity no later than July 2, 2026. The agency will evaluate proposals based on the ability to deliver the requested technology, staffing, and integration capabilities.