Genesys Cloud Solution

The State of North Dakota is seeking a vendor to provide the Genesys Cloud contact center platform to support both voice and digital interactions across multiple agencies. The scope includes delivering Genesys Cloud as the standardized platform, with comprehensive technical assistance for platform support. This covers troubleshooting, incident resolution, configuration review, performance tuning, and overall health management across all Genesys Cloud environments.

The vendor will be expected to offer professional support for a broad range of Genesys Cloud capabilities, such as interaction routing, workforce engagement, reporting and analytics, digital channels, integrations, and administrative configuration. Requirements also include FedRAMP-authorized Genesys Cloud 1 (CX1) user subscriptions (per seat, per month), Microsoft Teams integration, and the provision of both development and test lab environments.

This opportunity is well-suited for vendors with proven expertise in deploying and supporting enterprise-grade contact center solutions and technical integration with Microsoft Teams.