SP 91841: Call Center Consultant

CHA ITS SP 91841_ Call Center Modernization & Migration Consultant (2026)
SMALL PURCHASE REQUEST FORM
PART 1 - REQUESTOR AND SCOPE OF SERVICES INFORMATION
PROJECT TITLE ITS 91841_Call Center Modernization & Migration Consultant
REQUESTING DEPARTMENT / DIVISION Procurement & Contracts / Information Technology
REQUEST ISSUED 10/7/2026
QUOTE DUE DATE AND TIME 10/21/2026 at 1:00 PM CT
PERFORMANCE PERIOD 12 Months BASE TERM
Initial and Option Periods (if applicable)
PROJECTED CONTRACT START DATE 10/26/2026
CONTACT PERSON NAME/EMAIL Raymond Adams - Radams@thecha.org
PART 2 - SCOPE OF WORK
1. Purpose
This Statement of Work (SOW) defines the objectives, scope, deliverables, and responsibilities for the modernization of
CHA's legacy call center into a fully integrated, cloud-enabled Webex Contact Center.
The engagement includes:
* Migration of Cisco Unified Communications Manager (CUCM) from on-premises to Cisco Unified
Communications Manager Cloud (UCM Cloud), including all associated call control, device, and telephony
workloads.
* Full CUCM to Webex Cloud upgrade, including system discovery, version assessment, migration utilities (Cisco-
provided tools), configuration replication, call routing modernization, device migration strategy, and
post-cutover validation.
* Deployment of Webex Contact Center for omnichannel support
* Documentation of voice, network, routing, and integration configurations
* Integration with Finesse and 2Ring
* Knowledge transfer and training for CHA's Network & Infrastructure teams
* Level 3 operational support for phone systems and contact center
* The migration should be completed in phases with the call center upgrade being completed first.
The goal is to provide CHA with an upgraded, scalable platform supporting voice, email, and digital channels while
ensuring secure, best-practice network and telephony configurations aligned with CHA infrastructure standards.
2. Scope of Work
2.1. Contact Center & Telephony Upgrade
The consultant shall perform the following services:
* Webex Calling Migration
* 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.
* Validate SIP trunk registration, codec negotiation, and successful call paths (inbound/outbound/internal).

CHA ITS SP 91841_ Call Center Modernization & Migration Consultant (2026)
* Webex Contact Center Enablement
* Implement cloud contact center features including:
Call queues
o
IVR and scripts
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Agent profiles, teams, and roles
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Supervisor configurations
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* Configure omnichannel components (email, digital channels) based on CHA requirements.
* Deploy required Microsoft 365/SMTP integration components.
* Conduct end-to-end functional and load testing.
2.2. CUCM Cloud Migration
* Perform a complete migration of CHA's existing CUCM cluster to WebEx Cloud, including:
Assessment of existing CUCM nodes, versions, device packs, and telephony integrations
o
Migration readiness review and remediation steps as needed
o
Use of Cisco migration utilities to move CUCM configurations into UCM Cloud (per Cisco's
o
recommended migration path)
Rebuilding dial plan, route patterns, translation rules, and partitions in UCM Cloud
o
Migrating phone configurations, device pools, regions, SRST settings, and failover logic
o
Validation of SIP trunks, registration, media flows, and high-availability
o
Retiring on-prem CUCM components once cloud migration is verified
o
2.3. Network & Voice Infrastructure Configuration
The consultant will work directly with the Infrastructure team to configure and validate all dependent voice
components:
* Router configuration for SIP, SRTP, TLS, DNS, and voice services
* Local gateway routing and certificate handling
* Dial peers, voice class settings, SIP profiles and normalization scripts
* Security hardening per CHA network standards
* Documentation of all configurations (router, Webex, DNS, SBC, PSTN)
* 2Ring
* Finesse
2.4. Documentation Deliverables
The consultant shall provide complete documentation including:
* Network and voice topology diagrams
* Router/SBC configuration documentation
* CUCM Cloud migration runbook and cutover plan.
* UCM Cloud dial plan and call routing documentation, including mapping from CHA's legacy CUCM platform to
cloud-based routing constructs.
* Webex Contact Center flows, queue logic, agent configuration matrix
* Administrative guide for ongoing operations
* Troubleshooting runbooks for Level 3 support

CHA ITS SP 91841_ Call Center Modernization & Migration Consultant (2026)
2.5. Training & Knowledge Transfer
Consultant shall deliver structured training sessions for CHA's Network team covering:
* Webex Calling administration
* Webex Contact Center operations
* Router/SIP gateway management
* Troubleshooting of call flows, SIP, media, registration, failover
* Walk-through of provided documentation
2.6. Level 3 Support
Consultant shall assist CHA with Level 3 engineering support:
* Advanced troubleshooting of telephony issues
* Root-cause diagnostics for call failures, media problems, signaling, routing
* Remediation support for agent issues, call queue behaviors, and IVR anomalies
* Support for Microsoft 365 integration issues impacting Webex Contact Center
* Assistance with escalations (Cisco TAC, Microsoft Support)
* Other support as needed
3. Requirements
3.1. Compliance Requirements
* Consultant must ensure configurations comply with CHA's security, MFA, and change-management processes.
* All work must comply with CHA IT security and data privacy policies.
* No customer call recordings or sensitive data shall be exported outside the CHA tenant.
3.2. Work Requirements
* Consultant will be onsite at 60 E. Van Buren, Chicago
* Working hours will be M-F 8 am -4:30 PM
* Expected project time 9 months (1,440 hours)
3.3. Service Delivery Requirements
Consultant shall provide weekly status updates
4. Deliverables
4.1. Platform Implementation Deliverables
* Full configuration of Webex Calling
* Full configuration of Webex Contact Center
* Verified DID migration
* Verified agent and supervisor setup
* Successful integration with Microsoft email services
* End-to-end test plan execution and results
4.2. Documentation Deliverables
* All configuration files and scripts

CHA ITS SP 91841_ Call Center Modernization & Migration Consultant (2026)
* Administrator and runbook guides
* Contact center flow maps and queue configuration documents
* SOPs for continued maintenance and support
4.3. Training Deliverables
* Training sessions which should be transcribed and recorded
* Training materials and guides
* Knowledge transfer confirmation
5. Acceptance Criteria
This project shall be considered successfully completed when:
* Webex Calling and Webex Contact Center are fully deployed and functioning
* All DID ranges operate correctly: inbound, outbound, internal, and emergency calls
* All documentation has been delivered and accepted
* Network team training is completed
* CHA Infrastructure & Security leadership approves deliverables
* UCM Cloud migration completed, validated, and fully replacing the on-premises CUCM cluster.
* All phones, agents, supervisors, gateways, and SIP trunks successfully register to UCM Cloud.
6. Qualifications
To ensure CHA receives highly capable technical resources with the experience necessary to execute this modernization
effort, the selected vendor must meet the following minimum qualifications and submission requirements.
6.1. Experience Requirements
The vendor shall propose consultants who demonstrate:
* Proven expertise in enterprise telephony and contact center modernization, including Cisco Unified
Communications Manager (CUCM), Webex Calling, Webex Contact Center, SIP trunking, dial plans, IVR, PSTN
integration, and gateway routing.
* Strong experience in cloud-based contact center deployments, omnichannel enablement (voice, email, digital),
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 aligned with CHA standards.
* 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.
* Must have a clear understanding of scripting
* Prior experience configuring Cisco Contact Center
6.2. Resume Submission Requirement
The vendor must submit resumes for all proposed consultants as part of the SOW response package. Resumes must
clearly outline:
* Relevant technical skills and certifications
* Prior project experience with similar telephony/contact center modernization

CHA ITS SP 91841_ Call Center Modernization & Migration Consultant (2026)
* Years of experience with Webex platforms, Cisco voice systems, SIP routing, and Microsoft integration
components
* Any additional specialized expertise relevant to CHA's environment
6.3. Interview Requirement
CHA reserves the right to interview all proposed consultants prior to final selection and acceptance into the project.
All payments will be issued per annual term & successful completion of all services*
*CHA reserves the right to increase or delete any scheduled items, and/or increase or reduce the quantity
of any scheduled item as deemed necessary, to waive informalities and technicalities, and to make other
changes and modifications consistent with CHA's policies, and the laws and regulations governing HUD
programs.
All Quote Responses Must Be Typed & Signed by an Authorized Representative from the Respondent's
company.
PART 3 - VENDOR INFORMATION
_______________________________________________________________________________
(ADD CORPORATE NAME ATTACHED TO FEDERAL TAX ID NUMBER ABOVE) has thoroughly read all
pages of ITS 91841_Call Center Modernization & Migration Consultant all associated addenda (if
applicable) and can provide the services as described at the offer submitted on this Quote Form.
CONTACT INFORMATION FOR CORPORATE OFFICIAL AUTHORIZED TO BIND RESPONDENT
DATE
CORPORATE AUTHORIZED
REPRESENTATIVE
CORPORATE OFFICIAL E-MAIL
ADDRESS
COMPANY PHONE NUMBER
COMPANY ADDRESS
CORPORATE AUTHORIZED
REPRESENTATIVE SIGNATURE
The successful Respondent(s) will be required to submit mandatory CHA forms and affidavits within five (5)
days of notice of award found at https://www.thecha.org/contracting-opportunities/forms-and-documents.
The mandatory forms will be requested from the successful respondents prior to contract award.
Forms should be completed, signed, and notarized where required or marked "not applicable" where
appropriate. The mandatory forms are:
* Utilization Plan**
* Compliance Certification Form
* Contractors Affidavit

CHA ITS SP 91841_ Call Center Modernization & Migration Consultant (2026)
* 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 (see below Insurance Requirements)
Failure by the Respondent to provide such information within the allotted time will render the Respondent
ineligible for award.
CHA may reject any or all quotes. Action to reject all quotes shall be taken only for unreasonably
high prices, error in the solicitation, cessation of need, unavailability of funds, failure to secure
adequate competition, or any other reason deemed appropriate by CHA.
Insurance Requirements
Prior to the commencement of this Agreement, Vendor/Consultant shall procure and maintain at all
times during the term of this Agreement insurance against claims for security breaches, system
failures, injuries to persons, damages to software, or damages to property (including computer
equipment) which may arise from or in connection with the performance of the work hereunder by
the Vendor, its agents, representatives, or employees. The Vendor shall procure and maintain for the
duration of the contract insurance claims arising out of their services and including, but not limited
to loss, damage, theft or other misuse of data, infringement of intellectual property, invasion of
privacy and breach of data. The insurance carriers used must be authorized to conduct business in
the State of Illinois and shall have an A.M. Best rating of not less than A: VII.
Contractor's insurance policies shall contain no exclusions for work performed under the Agreement
for Chicago Housing Authority or Low-Income Housing exposure. Policies must waive subrogation or
any other right of recovery Contractor or its insurer(s) may have against CHA because of payments
made for injuries or damages arising out of your ongoing operations of "your work" done under a
contract with CHA.
Minimum Coverage and Limit Requirements
1. Commercial General Liability: General Liability Insurance on an occurrence basis with limits not less
than $1,000,000 per occurrence with an aggregate of not less than $2,000,000 covering bodily injury
and property damage. This coverage shall also include, but not be limited to, contractual liability,
products and completed operations, personal and advertising injury.
2. Auto Liability: Required when any vehicles (owned, hired and/or non-owned) are used in connection
with the Services to be performed, coverage limits of not less than $1,000,000 each accident
combined single limit for Bodily Injury and Property Damage.
3. Workers' Compensation and Employer's Liability: Coverage must be in accordance with the laws of
the State of Illinois and include a waiver of subrogation in favor of Chicago Housing Authority.
Coverage A - Statutory Limits
o
Coverage B - Employers Liability - $500,000 bodily injury or disease each accident; each
o
employee
4. Technology Errors & Omissions (including Cyber Liability): Required when Vendor/Consultant provides
technology services or technology products under this Agreement, insurance appropriate to the professional
services being performed shall provide coverage for the acts, errors, or omissions of Vendor/Consultant with a
limit of not less than $1,000,000 per occurrence or claim and $2,000,000 in aggregate. Coverage shall be

CHA ITS SP 91841_ Call Center Modernization & Migration Consultant (2026)
sufficiently broad to respond to the duties and obligations as is undertaken by the Vendor in this agreement and
shall include, but not be limited to, claims involving security breach, system failure, data recovery, business
interruption, cyber extortion, social engineering, infringement of intellectual property, including but not limited
to infringement of copyright, trademark, trade dress, invasion of privacy violations, information theft, damage to
or destruction of electronic information, release of private information, and alteration of electronic information.
The policy shall provide coverage for breach response costs, regulatory fines and penalties as well as credit
monitoring expenses.
Related Insurance Requirements
The Certificate of Insurance evidencing the minimum coverages required herein shall be in force on
the Effective Date of the Contract and continuously throughout the duration. The required
documentation must be received prior to the commencement of work under this Agreement.
It is understood and agreed to by the parties hereto that Chicago Housing Authority and others listed
below shall be included as Additional Insureds on Vendor's liability policies, with the exception of
Professional Liability and Employer's Liability and such insurance is primary to and will not seek
contribution from any insurance, deductibles, self-insured retentions and/or self-insured programs
available to Chicago Housing Authority.
Certificate Holder: Chicago Housing Authority
60 E Van Buren
Chicago, IL 60605
Additional Insureds: Collectively referred to as the "Additional Insureds" shall include Chicago
Housing Authority, Chicago Housing Administration, LLC; and/or other Partnership, Limited Liability
Company as established by CHA; its respective commissioners, board members, officers, directors,
agents, property management firms, agents, employees, invitees and visitors.
Primary Coverage: For any claims related to this Agreement, the Vendor's insurance coverage
shall be the primary policy. The Vendor expressly understands and agrees that any insurance or self-
insurance programs maintained by the CHA shall apply in excess of and shall not contribute with
insurance provided by the Vendor.
Prior to the issuing of the Notice to Proceed by the CHA, the Vendor shall submit a Certificate of
Insurance via PINS Advantage Certificate Tracking System, evidencing compliance with the insurance
requirements set forth above. You will receive an email with instructions for the submission of your
insurance. Copies of the endorsement(s) adding the CHA to the Vendor's policy as an additional
insured are required upon request. Updated Certificates of Insurance are required for policies which
renew during the term of this Agreement or extensions thereof. Under no circumstances shall the
Vendor allow any required coverage to lapse, cancel or non-renew throughout the duration of the
Agreement or extensions thereof.
At the CHA's option, non-compliance will result in (1) all payments due the Vendor being withheld
until the Vendor has complied with the Agreement; or (2) the Vendor will be assessed Five Hundred
Dollars ($500.00) for every day of non-compliance; or (3) the Vendor will be immediately removed
from the premises and the Agreement will be terminated for default. The receipt of any certificates
does not constitute agreement by the CHA that the insurance requirements in the Agreement have
been fully met or that the insurance policies indicated on the certificate comply with all Agreement
requirements. The insurance policies shall provide for thirty (30) days prior written notice to be given
to the CHA in the event coverage is substantially changed, canceled or non-renewed.

CHA ITS SP 91841_ Call Center Modernization & Migration Consultant (2026)
The Authority in no way warrants that the minimum limits contained herein are sufficient to protect
the Authority from liabilities that might arise out of the performance of the work under this
Agreement by the Vendor or its Subcontractors. Vendor shall assess its own risks and, if it deems
appropriate and/or prudent, maintain higher limits and/or broader coverages. If the Vendor
maintains broader coverage and/or higher limits than the minimum requirements above, CHA and
Additional Insured require and shall be entitled to same. The Vendor is not relieved of any liability or
other obligations assumed or pursuant to the contract by reason of its failure to obtain or maintain
sufficient insurance.
The Vendor shall require all subcontractors to carry the insurance required and adhere to the same
requirements and conditions as outlined above.
The Vendor expressly understands and agrees that any insurance or self-insurance programs
maintained by the CHA shall apply in excess of and will not contribute with insurance provided by
the Vendor and/or any of its subcontractors.
PART 4 - ADMINISTRATIVE TERMS AND CONDITIONS
* Required CHA Vendor Registration
In order to do business with CHA, Respondent must be a registered vendor prior to
submitting a response. If Respondent has already registered with CHA, the Respondent's
(Vendor) profile must be up to date. Respondent is responsible for contacting their local
authorities to ensure that Respondent has complied with all laws and is authorized and/or
licensed to do business in the Territory. All applicable fees associated therewith are the
responsibility of Respondent now or hereafter in effect during the contract. Respondent and
its employees, agents and subcontractors shall also comply with all Federal, State and local
laws regarding business permits and licenses that may be required to carry out the services
performed under the contract.
* Acceptance Period
All Respondents submitting a quote must agree to honor the terms and conditions contained
herein for a period of one hundred twenty (120) days.
* Quote Signature
The person signing the Quote Form must be a person authorized to bind the Respondent
contractually. Unsigned offers will be rejected. Unsigned offers cannot be signed after the
quote has been received.
* Ownership of Documents
All work products generated, prepared, assembled and provided to CHA pursuant to this RFQ
become the property of CHA upon receipt. Work products include but are not limited to
reports, memoranda, data, survey responses, presentations, and other materials of any
nature, or information related to any of the foregoing, which are or were generated in
connection with the scope of services described in the contract. Respondents shall not
copyright, or cause to be copyrighted, any portion of any document submitted to CHA as a
result of this RFQ.
* Contractor Status
The Contractor shall be an independent Contractor and will not be an employee of CHA.

CHA ITS SP 91841_ Call Center Modernization & Migration Consultant (2026)
* Funding Limitations
This procurement may be funded, in whole or in part, by grant funds provided by the U.S.
Department of Housing and Urban Development ("HUD"). CHA will not be bound to any
contract if funding has been disallowed by HUD.
* Taxes
CHA is exempt from sales tax. The Contractor agrees to pay all taxes incurred in the
performance of an awarded contract. Freight, handling costs, and taxes shall not be charged
to the CHA.
* Advertising
Respondent agrees not to use the fact of or the results from submission of a quote as a part of
any commercial advertising. CHA does not permit the use of CHA's relationship with an entity
of purposes of marketing efforts unless CHA specifically agrees otherwise.
* Government Restrictions
In the event any governmental restrictions may be imposed which would necessitate alteration
of the material, quality, workmanship or performance of the goods or the material, quality,
workmanship or performance of the goods or services offered, it shall be the responsibility of
the successful Respondent to immediately notify CHA in writing specifying the regulation which
requires an alteration. CHA reserves the right to accept any such alteration, including any
reasonable price adjustments occasioned thereby, or to cancel the contract at no expense to
CHA.
Compliance & Law
The Respondent shall comply with all applicable Federal, State and local laws, regulations,
ordinances and requirements applicable to the work described herein including, but not
limited to, those applicable laws, regulations and requirements governing equal employment
opportunity programs, subcontracting with small and minority firms, women's business
enterprise, and labor surplus area firms, equal opportunity for businesses and unemployed and
underemployed persons (as referenced in Section 3 of The Housing and Urban Development
Act of 1968, as amended, 12 U.S.C. 1701u (Section 3), the Americans with Disabilities Act,
Section 504 of the Rehabilitation Act of 1973, the Davis-Bacon Act, and those laws and
regulations concerning the abatement and remediation of asbestos and lead-based paint, and
shall provide for such compliance in the contract documents.
To the extent the work required under this contract is related to development, Respondent shall
further comply with the applicable Annual Contributions Contract (ACC) related to such
development. To the extent such work is related to a mixed finance development, Respondent
shall comply with the provisions of 24 CFR ' 941.208. The Respondent shall obtain, at
Respondent's expense, such permits, certificates and licenses as may be required in the
performance of the work specified.
M/W/DBE and/or
Vendor Name Certification Attached (Y/N)
Section 3 Status
DPC_5-2023