Toll Technology Consultant - Operations/CCaaS Specialist

Overview At HNTB, you can create a career that is meaningful to you while building communities that matter to all of us. For more than a century, we have delivered solutions for large infrastructure projects across the country. This opportunity involves contributing to the delivery of toll services, including toll technology policy planning, implementation, analysis, and operational support. Responsibilities Lead or support planning activities such as development of feasibility studies, assessments, concept of operations documents, procurement documents, implementation planning, and business/data analysis to support ongoing toll systems and operations. Lead or support technical delivery of tasks and projects, including development of technical deliverables and presentations. Provide project reporting and level of effort estimates commensurate with the level of involvement. Support marketing activities, generally as a supporting role for preparation of pursuit materials. Have direct client communication on a regular basis in a task management or advisory role based on areas of expertise recognized internally. Provide quality control for areas of demonstrated expertise. Collaborate with cross‑functional leads, project managers, stakeholders, and subject matter experts. Lead or support toll technology projects and support other senior consultants at multiple points in the lifecycle of toll technology consulting. May lead or support toll system implementation, including oversight of design, testing, installation, and operations. Act as technical lead on medium to large tasks, with some time in small to medium project technical lead roles. Perform other duties as assigned. Qualifications Expertise in CCaaS platforms (Amazon Connect, NICE CXone, Five9, Genysys, ServiceNow) to advise public agencies on requirements for design and delivery of modern, cloud‑native contact center solutions. Strong command of generative AI techniques in customer service environments, ranging from customer‑facing self‑service to agent tools for customer service use cases. Ability to advise on scalable, AI‑first contact center solutions matched to defined governance, policies and responsible AI controls typical for public agencies. Experience applying AI to enhance customer experience, automation, and service efficiency across contact center operations. What You’ll Need Bachelor's degree in Engineering, IT, Accounting/Finance, Planning, Business or related field and 9 years relevant experience; or 13 years relevant experience in lieu of education. Preferred 8 years technology and operations related consulting experience. Locations Arlington, VA (Alexandria), Austin, TX, Boston, MA, Chicago, IL, Dallas, TX, Denver, CO, Newark, NJ, New York, NY, Oakland, CA, Oklahoma City, OK, Parsippany, NJ (Fairfield), Philadelphia, PA, San Diego, CA, Seattle, WA (Downtown) Additional Information Visa sponsorship is not available for this position. Job Details Job Type: Regular Full/Part Time: Full time Job Category: Technical Group ReqID: R-30637 Equal Employment Opportunity Statement HNTB provides a fair and equal employment opportunity for all employees and applicants regardless of race, color, religion, sex, national origin, age, disability, pregnancy status, sexual orientation, gender identity, veteran status, genetic information, citizenship status, or other status protected by law. HNTB will have the right to hire that applicant at its discretion and without any fee owed to the submitting staffing/employment agency, person or entity. Staffing/employment agencies who have fee agreements with HNTB must submit applicants to the designated HNTB recruiter to be eligible for placement fees. Any applicant with limited English proficiency or a qualifying physical or mental disability who believes they require a reasonable accommodation for any part of the application or hiring process should contact us at View email address on click.appcast.io or call View phone number on click.appcast.io for assistance. HNTB will make determinations on requests for accommodations on a case‑by‑case basis. Hearing and speech‑impaired individuals who seek assistance or accommodation in applying for a position via TTY may dial 711 in the United States. Instruct the TTY operator to call View phone number on click.appcast.io and select option 5 for TTY service. Please indicate to the HNTB agent that you are a candidate seeking assistance in the job application process. Affirmative Action Policy Statement HNTB is a federal contractor subject to Section 4212 of the Vietnam Era Veterans’ Readjustment Assistance Act of 1974, as amended, and Section 503 of the Rehabilitation Act of 1973, as amended. Accordingly, it is HNTB’s policy to take affirmative action to employ and advance in employment protected veterans and individuals with disabilities at all levels of employment, including the executive level. HNTB also will provide reasonable accommodation to known physical or mental limitations of an otherwise qualified employee or applicant with a disability, unless the accommodation would impose undue hardship on the operation of HNTB. In order to request a reasonable accommodation, employees should contact the HR Solutions Center at General Policy Inquiry – Employee Center and applicants should contact View email address on click.appcast.io. HNTB will recruit, hire, train, and promote individuals in all job titles, and will ensure that all other personnel actions are administered, without regard to an individual’s protected veteran or disability status. All employment decisions will be based only on valid job requirements. In addition, employees and applicants shall not be subjected to harassment, intimidation, threats, coercion, or discrimination because they have engaged in or may engage in any of the following activities: filing a complaint; assisting or participating in an investigation, compliance evaluation, hearing, or any other activity related to the administration of any Federal, State, or local law requiring equal opportunity for protected veterans or individuals with disabilities; opposing any act or practice made unlawful by Section 4212, Section 503, their implementing regulations, or any other Federal, State, or local law requiring equal opportunity for protected veterans or individuals with disabilities; or exercising any other right protected by Section 4212, Section 503, or their implementing regulations. The non‑confidential portions of the affirmative action program for protected veterans and individuals with disabilities shall be available for inspection upon request by any employee or applicant for employment. These plans are available for review upon request during normal business hours. Any questions or requests to review should be directed to your Human Resources Partner. As Chief Executive Officer, I fully support our affirmative action program and am committed to the implementation of the company’s affirmative action policy. I have delegated overall responsibility for this policy to the Business Integrity Director. The Manager of HR Compliance & Immigration is responsible for the implementation, auditing, and reporting of this policy and program, assisted by the office’s Human Resources Partner. HNTB employees must comply with this policy and report any violations of illegal discrimination, as specified in the Integrity Reporting policy. #J-18808-Ljbffr HNTB Corporation