Toll Technology Consultant - Operations/CCaaS Specialist

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. 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

What You'll Do:

• 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., 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.

• 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

What We Prefer:

• 8 years technology and operations related consulting experience

The approximate pay range for New York is $126,950.84 - $248,205.18. Please note that the pay range provided is a good faith estimate for the position at the time of posting. Actual compensation will be dependent on factors, including but not limited to, the individual's qualifications, experience, knowledge, skills, and abilities as well as physical work location within the state., The approximate pay range for New Jersey is $139,645.93 - $238,276.98. Please note that the pay range provided is a good faith estimate for the position at the time of posting. Actual compensation will be dependent on factors, including but not limited to, the individual's qualifications, experience, knowledge, skills, and abilities as well as physical work location within the state., The approximate pay range for Massachusetts is $152,341.01 - $238,276.98. Please note that the pay range provided is a good faith estimate for the position at the time of posting. Actual compensation will be dependent on factors, including but not limited to, the individual's qualifications, experience, knowledge, skills, and abilities as well as physical work location within the state., The approximate pay range for the California San Francisco Bay Area is $158,688.55 - $248,205.18. Please note that the pay range provided is a good faith estimate for the position at the time of posting. Actual compensation will be dependent on factors, including but not limited to, the individual's qualifications, experience, knowledge, skills, and abilities as well as physical work location within the state., The approximate pay range for San Diego, Sacramento and Inland Empire, CA is $139,645.93 - $218,420.56. Please note that the pay range provided is a good faith estimate for the position at the time of posting. Actual compensation will be dependent on factors, including but not limited to, the individual's qualifications, experience, knowledge, skills, and abilities as well as physical work location within the state., The approximate pay range for the Greater Seattle, WA Metro Area is $152,341.01 - $238,276.98. Please note that the pay range provided is a good faith estimate for the position at the time of posting. Actual compensation will be dependent on factors, including but not limited to, the individual's qualifications, experience, knowledge, skills, and abilities as well as physical work location within the state., The approximate pay range for Colorado is $139,645.93 - $218,420.56. Please note that the pay range provided is a good faith estimate for the position at the time of posting. Actual compensation will be dependent on factors, including but not limited to, the individual's qualifications, experience, knowledge, skills, and abilities as well as physical work location within the state., The approximate pay range for Illinois is $139,645.93 - $218,420.56. Please note that the pay range provided is a good faith estimate for the position at the time of posting. Actual compensation will be dependent on factors, including but not limited to, the individual's qualifications, experience, knowledge, skills, and abilities as well as physical work location within the state., The approximate pay range for Virginia is $145,993.46 - $228,348.77. Please note that the pay range provided is a good faith estimate for the position based on all selected locations within the state at the time of posting. Actual compensation will be dependent on factors, including but not limited to, the individual's qualifications, experience, knowledge, skills, and abilities as well as physical work location within the state., The approximate nation wide pay range for this position is $126,950.84 - $248,205.18. Please note that the pay range provided is a good faith estimate for the position at the time of posting. Actual compensation will be dependent on factors, including but not limited to, the individual's qualifications, experience, knowledge, skills, and abilities as well as physical work location.

Please note that The HNTB Companies will not accept any resume submitted via this email address. To properly submit your application to the HNTB Companies, and to ensure that our recruiters have immediate access to your resume/CV, please search our open positions online, and apply directly through our careers website. Thank you for considering HNTB for your career opportunities. Affirmative Action Policy Statement HNTB has implemented the following policy as part of its longstanding commitment to compliance with all applicable affirmative action requirements. HNTB agrees to post in conspicuous places, available to employees and applicants for employment, this Affirmative Action Policy. HNTB is a federal contractor subject to Section 4212 of the Vietnam Era Veterans' Readjustment Assistance Act of 1974, as amended ("Section 4212") and Section 503 of the Rehabilitation Act of 1973, as amended ("Section 503"). 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