The organization seeks a vendor to consolidate and modernize its legacy contact center infrastructure through an enterprise-wide transformation initiative. This effort aims to establish enterprise-level standardization, improve accountability and transparency, mitigate operational risks, and foster tactical integration across services.

The selected vendor will deliver a comprehensive suite of program support services, leveraging expertise in healthcare, contact center consolidation, and the Genesys platform. Responsibilities include advanced forecasting and workload modeling to support data-driven decision-making, resource planning, demand management, and surge readiness across the enterprise. The vendor will also develop extensive training and enablement materials—such as onboarding modules, job aids, SOPs, and customized learning plans—to facilitate both initial implementation and long-term sustainment.

Continuous improvement workshops, guided by Lean, Agile, and human-centered design practices, will be conducted to identify and implement operational enhancements throughout the contact center environment.