NICEinContact Software Licenses

The Navy Recruiting Command is seeking 41 software-as-a-service licenses from NICE inContact, a FedRAMP-approved cloud-based contact center platform used to support chat agents responding to civilian inquiries about Navy enlistment. This solicitation, numbered N0018926QD106, is a total small business set-aside under NAICS code 513210, requiring all offerors to be certified as small businesses and to maintain current, accurate representations in the System for Award Management. The requirement involves the Premier package functionality with global access for 41 Navy agents, including setup, installation, and ongoing maintenance support either remotely or on-site. The vendor must provide detailed documentation covering roles and responsibilities, system architecture diagrams to support Navy accreditation, and design documentation for any future enhancements, all subject to NRC N6 approval. The solicitation includes a one-year base period beginning June 1, 2026, with three optional one-year extension periods through May 2030, and all pricing is firm fixed price. Performance is centered at the Navy Recruiting Command site in Millington, Tennessee, with F.O.B. destination terms, and contractors must be capable of electronic invoicing via the Wide Area Workflow system using specified DoDAACs and payment procedures outlined in the contract administration data. Contractors must comply with a comprehensive set of security and operational requirements, including adherence to DoD directives for risk management, privacy, and personnel security, with 100% of workforce members required to successfully complete a favorable background investigation—interim clearances are prohibited. Employees performing even non-sensitive duties must be U.S. citizens or permanent residents with three years of legal residency and must undergo a NACI or T1 investigation including an FBI fingerprint check. Security documentation, including SF-85 forms and fingerprint cards, must be submitted 30 days prior to any personnel start date. Contractors must also comply with OPSEC training requirements, CUI handling protocols, and the prohibition on covered defense telecommunications equipment as outlined in FAR and DFARS clauses. Additionally, the contract includes specific clauses addressing protests, applicable law for breach claims, security prohibitions, subcontracting for commercial services, whistleblower rights, and electronic submission of payment requests. The solicitation has a response deadline of May 27, 2026, and all submissions must adhere to the federal acquisition regulation framework under deviation 2026-00038.