Toll Technology Consultant - Operations​/CCaaS Specialist

What We're Looking For

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 been delivering solutions for some of the largest, most complex infrastructure projects across the country. With our historic growth, it is an exciting time to join our team of employee-owners.

This opportunity entails contributing to the delivery of toll services including but not limited to toll technology policy planning, implementation, analysis and operational support. You 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. You will assist and manage the process from developing concept of operations through procurement of systems and services, and subsequently during operations.

You will provide 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, Service Now) 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

• Lead or support planning activities such as developing feasibility studies, assessments, concept of operations documents, procurement documents (requests or proposals), implementation planning documents, 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 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 life cycle 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 small to medium project technical lead roles.
• Perform other duties as assigned.

• 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

• 8 years technology and operations related consulting experience

Benefits information.

Equal Opportunity information.

Visa sponsorship is not available for this position.

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 (Pennsylvania), San Diego, CA, Seattle, WA (Downtown)

New York: $ - $, New Jersey: $ - $, Massachusetts: $ - $, California San Francisco Bay Area: $ - $, San Diego, Sacramento and Inland Empire, CA: $ - $, Greater Seattle, WA Metro Area: $ - $, Colorado: $ - $, Illinois: $ - $, Virginia: $ - $, Nationwide: $ - $

Regular

Full time

Technical Group

R-30637