Toll Technology Consultant - Operations/CCaaS Specialist

HNTB Corporation•Fairfield, NJ

1d•Hybrid

About The Position

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

Requirements

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

Nice To Haves

8 years technology and operations related consulting experience

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.