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Call Center Consultant Services

IllinoisIllinois, USADue Wednesday, October 21, 2026
Client
Illinois
RFP Number
CC-3913
Posted
10/8/2026
Category
Call Center and Answering
Budget
Looking for Proposal
NAICS
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Set-aside
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Contact
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Description

AI Generated

The buyer requires call center consultant services to execute a Webex Calling migration and enable a Webex contact center. The selected consultant will upgrade CUCM to Webex Calling, migrate DID ranges and call routing patterns, configure client applications, and implement cloud contact center features like call queues, IVR scripts, and agent profiles. Additionally, the consultant must collaborate directly with the infrastructure team to configure dependent voice components, manage local gateway routing, and deliver advanced troubleshooting and root-cause diagnostics for telephony issues. Performance of all work will occur onsite. Eligibility is limited to onshore vendors based exclusively in the USA. Interested vendors must submit their responses digitally via email or online, and the buyer is requesting budget proposals as part of the submission. The provided text does not state the specific submission deadline, question or pre-bid deadlines, evaluation criteria, or the contract term.

Key solicitation details

AI-extracted from SP-91841-Call-Center-Consultant_10.26_DPC.pdf. Confirm against the original documents before bidding.

The Chicago Housing Authority is seeking a consultant for the modernization of its legacy call center into a cloud-enabled Webex Contact Center. The engagement covers CUCM cloud migration, Webex Contact Center enablement, and Level 3 operational support over a 12-month base term. Vendors must provide qualified technical consultants to execute onsite performance.

Issued by
Chicago Housing Authority
Request issued
10/7/2026
Quote due date and time
10/21/2026 at 1:00 PM CT
Projected contract start date
10/26/2026
How to submit
Digital via Email or Online
Submission details
Quote responses must be typed and signed by an authorized representative.
Contract term
12 Months BASE TERM
Place of performance
60 E. Van Buren, Chicago
Insurance and bonding
Commercial General Liability ($1,000,000 per occurrence / $2,000,000 aggregate); Auto Liability ($1,000,000 combined single limit); Workers Compensation (Statutory) and Employer Liability ($500,000 each accident/employee); Technology Errors & Omissions including Cyber Liability ($1,000,000 per claim / $2,000,000 aggregate).
Funding
HUD

Scope of work

  • Upgrade CUCM to Webex Calling via Local Gateway or potential number porting, SIP trunking, dial plan routing, and PSTN configuration
  • Migrate DID ranges, call routing patterns, and failover logic into Webex Calling
  • Configure Webex application clients for CHA agents and staff
  • Deploy Webex Contact Center for omnichannel support including call queues, IVR, scripts, and supervisor configurations
  • Perform complete migration of existing CUCM cluster to Cisco UCM Cloud
  • Configure router, local gateway, dial peers, voice class settings, SIP profiles, and normalization scripts
  • Provide network/voice topology diagrams, CUCM Cloud runbook, flow maps, SOPs, and administrative guides
  • Deliver structured training and Level 3 operational engineering support

Minimum qualifications

  • Proven expertise in enterprise telephony and contact center modernization including CUCM, Webex Calling, Webex Contact Center, SIP trunking, and dial plans
  • Experience in cloud-based contact center deployments, omnichannel enablement, IVR design, queue management, and agent/supervisor configuration
  • Hands-on knowledge of network and voice infrastructure including SRTP/TLS, SIP normalization, routing, DNS, SBC/PSTN connectivity, and secure configuration
  • Ability to produce enterprise-quality documentation, runbooks, administrative guides, topology diagrams, and training materials
  • Experience delivering structured training and knowledge-transfer programs to technical teams
  • Clear understanding of scripting
  • Prior experience configuring Cisco Contact Center

Documents to include with the bid

  • Resumes for all proposed consultants
  • Typed and signed Quote Form
  • Utilization Plan
  • Compliance Certification Form
  • Contractors Affidavit
  • Economic Disclosure Statement Form
  • HUD-50071 - Certification of Payments to Influence Federal Transactions
  • HUD 5369-A Representations, Certifications and Other Statements of Bidders
  • Required Insurance Certificate

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