The State of California is seeking a vendor to provide the annual renewal of its Genesys Cloud system. The selected contractor will deliver comprehensive help desk and IT support services, assisting with troubleshooting and resolution of any system issues or user inquiries that are escalated.

The vendor must offer accessible support channels, including a dedicated phone line, email, and web portal to facilitate the reporting, documentation, management, and monitoring of issues, with the ability to track support tickets efficiently. Additionally, the contractor will be responsible for providing tools to log and track changes across applications, databases, and operating systems, ensuring effective change management.

Physical and environmental security measures are required to protect all information systems and media managed under this contract. The initial contract will have a one-year term.