Enterprise Contact Center (ECC) Cloud Migration-Request for Information   3

Background
The United States Patent and Trademark Office (USPTO) is seeking a contractor to provide a solution for migrating its current Enterprise Contact Center (ECC) solution from an on-premises setup to Genesys Cloud CX licenses.
The goal of this contract is to enhance USPTO's contact center capabilities by leveraging cloud technology, ensuring operational efficiency, and maintaining compliance with federal regulations.

Work Details
The contractor will be responsible for the following tasks:
1. Discovery and Design: Conduct initial documented discovery sessions to assess the current system and requirements, including network optimization for call quality.
2. Configuration: Set up unlimited users with roles, skills, queue memberships, phone provisioning, and DID assignments.
3. User Acceptance Testing (UAT): Support UAT planning by identifying objectives, providing best practices for test plan creation, and assisting with defect remediation during execution.
4. System Integration Testing (SIT): Verify successful communications to Genesys Cloud endpoints for VoIP audio streaming, troubleshoot audio issues, and perform packet analysis.
5. Go Live Planning & Support: Develop a Go-Live Plan document and provide defect management and end-user assistance during the transition phase.
6. Concierge Service: Offer ongoing operational support through daily check-ins with the Genesys Concierge team for 30 days post-migration.
7. Quality Assurance and Compliance: Facilitate workshops to identify quality management priorities, assess effectiveness of processes, and implement quality assurance measures using Genesys Cloud tools.
8. Post Interaction Survey Implementation: Collaborate with USPTO to establish customer survey strategies and facilitate workshops on survey fundamentals.

Place of Performance
The services will primarily be performed remotely but may include on-site sessions as required by the project.