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. 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.

What You’ll Need:

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

Additional Information

Visa sponsorship is not available for this position.

#AS

Locations:

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)

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 anticipated last day to apply is 03/16/2027. Please note that the job may be unposted prior to this date if the job is filled or no longer a need.

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.

NOTICE TO THIRD-PARTY AGENCIES:

HNTB does not accept unsolicited resumes from recruiters or agencies. Any staffing/employment agency, person or entity that submits an unsolicited resume to this site does so with the understanding that the applicant's resume will become the property of HNTB. 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.

Job Type: Regular

Full/Part Time: Full time

Job Category: Technical Group

ReqID: R-30637

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 ReasonableAccommodations@HNTB.com 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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Thank you for considering HNTB for your career opportunities.

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.

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Robert J. Slimp, CEO