Project Scope:

The summary below contains the major project requirements. Additional requirements may be added if identified during the project

1. The Proposer will provide professional services to support the City's transition from legacy Avaya telecommunications systems to City-standard Voice Over IP (VoIP) platforms, including Microsoft Teams VoIP, Cisco VoIP, Webex VoIP Soft Phones, and Webex Calling (Cloud)
2. The Proposer will provide professional services in a multi-department, multi-platform environment, supporting coordination across diverse operational and technical requirements.
3. The Proposer will support the Department of Technology in assessing departmental needs and prescribing the best-fit VoIP solution in alignment with City standards and fiscal considerations.
4. The Proposer will provide professional services to support core telephony capabilities, including call routing, voicemail, and related voice services.
5. The Proposer will provide professional services to support contact center solutions, including Webex Contact Center, where required by individual City departments.
6. The Proposer will support the City in minimizing service disruption and maintaining continuity of voice services during system transitions and migrations.
7. The Proposer will provide professional services to support end-user transition activities, including knowledge transfer, training, and change management, as appropriate.
8. The Proposer will support the City in implementing resilient and reliable VoIP solutions that reduce single points of failure and improve overall system stability.

Roles/Responsibilities:

The proposed resource for the one (1) Telecom Voice Systems Engineer position is required to have a strong technical background, strong written and verbal communication skills, and the ability to work collaboratively with other teams and stakeholders within the organization. The proposed resource will be responsible for providing project-based technical expertise in support of the City's migration and integration efforts involving Microsoft Teams, Cisco Unified Communications, Webex Calling, and Webex Contact Center, including integrations with enterprise platforms. This role requires a deep understanding of unified communications technologies, excellent problem-solving skills, and the ability to collaborate effectively with various teams to ensure seamless communication and collaboration across a public-sector, multi-department environment. This position is project-based and focused on migration, integration, and transition activities rather than ongoing operational support

• Provide project-based technical expertise and support for migrating from legacy Avaya PBX systems to Microsoft Teams VoIP, Cisco VoIP, Webex Soft Phones, and Webex Calling (Cloud), including troubleshooting and issue resolution during migration and integration activities.
• Design, configure, administer, deploy, and validate VoIP solutions and new features/updates, including call routing, voicemail, caller ID, and endpoint registration, in coordination with City networking and infrastructure teams.
• Support Webex Contact Center environments and integrations with enterprise platforms such as Salesforce, ServiceNow, Calabrio, and Webex AI Agent.
• Perform site walkthroughs, inventory voice endpoints, assist with phone placement and cutover planning, and validate VoIP readiness (including network dependencies, desktop client configuration, and endpoint provisioning).
• Provide cutover and post-cutover support during system migrations, including troubleshooting and issue resolution.
• Develop technical documentation and conduct training sessions for City administrative and end-user staff to effectively utilize VoIP and unified communications solutions.
• Collaborate with the Department of Technology, IT staff, and City departments to assess departmental requirements, support selection of best-fit VoIP solutions, and ensure integration and interoperability between communication systems and enterprise platforms.
• Monitor system performance during migration and transition activities and recommend improvements to enhance reliability and efficiency.
• Support change management activities to minimize disruption during system migrations.
• Stay current with industry developments and best practices in unified communications and VoIP technologies.

The identified resources will support the following project-based tasks:

Task 1: Call Center Integration with Salesforce

Multiple large City departments have requested their Webex Contact Center environments be integrated with one or more enterprise platforms, including Salesforce, ServiceNow, Calabrio, and Webex AI Agent. These integrations are intended to reduce the need to manage multiple platforms, enable more efficient call routing and automation, improve reporting and analytics, and enhance overall service delivery.

Task 1: Deliverables

1. Document and validate departmental requirements related to system functionality, capacity, performance, and integration use cases, subject to City review and approval.
2. Design and engineer system integrations between Webex Contact Center and the identified enterprise platforms, which may include Salesforce, ServiceNow, Calabrio, and Webex AI Agent.
3. Implement and test the approved integrations and system interfaces, with results validated by the City.
4. Train City staff, including both administrative and end-user personnel, on the use of the integrated solutions and associated workflows.

Task 2: City Hall Migration from Avaya to VoIP (City Attorney, Controller, Office of City Administrator, Board of Supervisors, Mayor, Department of Emergency Management)

The voice systems at City Hall are an essential resource and have been failing due to legacy PBX technology. DT's work to remediate this environment has been delayed by facilities work to upgrade the power and HVAC in the IDFs. This large project can now begin and is a major milestone in the completion of the Avaya to VoIP modernization.

Task 2: Deliverables

5. Meet with end customers to assess and document business requirements.
6. Validate VoIP readiness in coordination with the City's networking team.
7. Conduct walkthroughs to inventory phones and associated locations.
8. Prepare floorplan layouts reflecting current phone locations.
1. Organize and manage a go-live cutover event.
10. Support the City in identifying phone requirements and coordinating procurement. The City will be responsible for ordering hardware.
11. Configure and validate desktop requirements for Teams clients.
12. Configure features and functionality to address unique customer business needs.
13. Configure hardphones to obtain appropriate DHCP IP addressing from Voice VLAN.
14. Configure phones to register to appropriate VoIP Service.
15. Configure and validate inbound call routing, voicemail forwarding, caller ID functionality, message waiting indicators and E911 alerting.
16. Provide cutover support and post-cutover troubleshooting support for one week following go-live or until all related issues are resolved, whichever occurs first.

Mandatory Skills:

1. Hands-On Experience: Practical experience with Cisco telephony systems and Microsoft Teams, including participation in migration projects, management of VoIP solutions, and work in production environments.
2. Consulting or Implementation Experience: Experience providing consulting or implementation services for telephony solutions and supporting large-scale voice system migrations.
3. Experience supporting, integrating, or migrating Webex Contact Center solutions in public-sector or large enterprise environments, including coordination across multiple departments and stakeholders.
4. Experience combining technical skills, education, and certifications to effectively support migrations from legacy PBX systems, including Avaya, to modern VoIP platforms.
5. Five (5) or more years of experience supporting Microsoft Teams and Cisco Unified Communications environments.
6. Strong knowledge of Microsoft Teams administration and troubleshooting.
7. Proficiency with Cisco Unified Communications Manager (CUCM) and related technologies.
8. Familiarity with Avaya Communication Manager administration and implementation.
9. Excellent communication and interpersonal skills.
10. Ability to work independently and collaboratively as part of a team.
11. Strong analytical and problem-solving abilities
12. VoIP and Telephony: Understanding of Voice over IP (VoIP) technologies, SIP (Session Initiation Protocol), and enterprise telephony systems.
13. Networking: Knowledge of networking fundamentals, including IP addressing, routing, quality of service (QoS), and network security.
14. Microsoft Teams: Familiarity with Microsoft Teams architecture and its integration with Microsoft 365 services.
15. Cisco Systems: Experience with Cisco Unified Communications Manager (CUCM), Cisco Call Manager, and Cisco VoIP solutions.
16. Avaya Systems: Familiarity with or experience supporting Avaya Communication Manager environments.
17. MINIMUM QUALIFICATION: Evidence the Proposer's resources each has at least 3 years of experience performing the following migration services:

1. 3 years experience migrating from Avaya to Microsoft Teams VoIP
2. 3 years experience migrating from Avaya to Cisco VoIP

Desirable Skills:

Desirable Certifications

1. Microsoft Certifications:

1. Microsoft Certified: Teams Administrator Associate
2. Microsoft Certified: Microsoft 365 Enterprise Administrator Expert

2. Cisco Certifications:

1. Cisco Certified Network Associate (CCNA)
2. Cisco Certified Network Professional (CCNP)
3. Cisco Certified Specialist Collaboration

3. AudioCodes Certifications:

1. AudioCodes Certified Professional (ACP) or equivalent certification demonstrating expertise with AudioCodes Session Border Controllers (SBCs), media gateways, and integration with Microsoft Teams Direct Routing.

4. Additional Certifications:

1. CompTIA Network+
2. ITIL Foundation