The Internal Revenue Service (IRS) is seeking sources for a Contact Center Enterprise Infrastructure Software and Solutions (CCEISS) contract. The contract aims to acquire hardware, software licenses, maintenance, engineering, development, deployment, and operations support for the IRS Contact Center Information Technology Infrastructure (CCITI). The CCITI supports the IRS Contact Center, which operates with over 30,000 agents across 33 sites and 17 Small Remote Centers. The contractor will provide operations support services, including trouble ticket resolution, change management, configuration management, upgrades, and security management. The contractor will also provide professional services, such as training, engineering, and deployment support. The contract has a complex set of requirements, including specific technical requirements, security protocols, and service level agreements. • The IRS Contact Center Environment (CCE) is a complex IT infrastructure that manages and routes taxpayer calls. • The CCE uses a Cisco-based solution, including Cisco Unified Contact Center Environment (UCCE) and Cisco Unified Communications Manager (CUCM). • The contractor will provide support for various CCE components, including Cisco UCCE, UCM, and Customer Voice Portal (CVP). • The contractor will also provide support for other contact center functional components, such as Verint Contact Recording and Alvaria Workforce Management. • The contract includes service level agreements (SLAs) for trouble ticket resolution, deployment, and training. • The contractor will be required to provide documentation, including a Support Activities Report, Disaster Recovery Status and Postmortem Assessment, and SSP & ISCP Input.