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, assessment