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.

• 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.

• Expertise in CCaaS platforms (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 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.

• 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.

• 8 years technology and operations related consulting experience.

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)

Visa sponsorship is not available for this position.

• Job Type: Regular
• Full/Part Time: Full time
• Job Category: Technical Group
• ReqID: R-30637

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 Reas or call 816‑527‑2600 for assistance. HNTB will make determinations on requests for accommodations on a case‑by‑case basis.

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