Toll Technology Consultant - Operations/CCaaS Specialist

This opportunity entails contributing to the delivery of toll services including but not limited to, toll technology policy planning, implementation, analysis and operational support. May provide consultation during one or more phases of toll revenue collection system and operations life cycle from assessing current state to planning for the future. Provides assistance and manages the process from developing concept of operations through procurement of systems and services, and subsequently during operations. Provides high level technical tasks and may act as a deputy project or program manager by supporting the delivery of assigned toll projects or programs. More specifically, this position seeks demonstrated knowledge and expertise related to innovations in customer service technologies and operations, namely: Expertise in CCaaS platforms (e.g., 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 applications 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 Responsibilities Leads or supports planning activities such as the development of feasibility studies, assessments, concept of operations documents, procurement documents such as requests or proposals, implementation planning documents, and business/data analysis to support ongoing toll systems and operations. Leads or supports technical delivery of tasks and projects, including development of technical deliverables and presentations. Provides project reporting and level of effort estimates commensurate with the level of involvement. Supports marketing activities generally as a supporting role for preparation of pursuit materials. Has direct client communication on a regular basis in task management or advisory role based on areas of expertise recognized internally. Provides quality control for areas of demonstrated expertise. Collaborates with cross-functional leads, project managers, stakeholders, and subject matter experts. Leads or supports toll technology projects and support other senior consultants at multiple points in life cycle of toll technology consulting. May lead or support toll system implementation including support for oversight of design, testing, installation, and operations. Acts as technical lead on medium to large tasks, with some small to medium project technical lead roles. Acts as technical lead on medium to large tasks with majority of time in small to medium project technical lead roles. Performs other duties as assigned. Qualifications Bachelor's degree in Engineering, IT, Accounting/Finance, Planning, Business or related field and 9 years relevant experience or, In lieu of education, 13 years relevant experience Preferred Qualifications 8 years technology and operations related consulting experience Equal Employment Opportunity & Disability Accessibility 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. The HNTB Companies ensure nondiscrimination in all programs and activities in accordance with Title VII of the Civil Rights Act of 1964. 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. 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Accordingly, it is HNTB’s policy to take affirmative action to employ and advance in employment protected veterans (disabled veterans, recently separated veterans, Armed Forces Service Medal veterans, or active-duty wartime or campaign badge 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 for employment 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: (1) filing a complaint; (2) 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; (3) 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 (4) 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. For Questions or Additional Information For more information on this policy, please contact the HR Solutions Center, General Policy Inquiry - Employee Center, View phone number on click.appcast.io. Robert J. Slimp, CEO #J-18808-Ljbffr HNTB