Toll Technology Consultant – Operations, CCaaS Specialist

HNTB

Toll Technology Consultant contributing to toll services and advising on customer service technologies. Support delivery of toll technology projects and operational support across various phases.

Posted 7/3/2026full-timeParsippany • California, Colorado, Illinois, Massachusetts, New Jersey, New York, Oklahoma, Texas, Virginia, Washington • 🇺🇸 United StatesSeniorLead💰 $126,950 - $248,205 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in CCaaS platforms and the application of Generative AI techniques to enhance customer service and operational efficiency. Proven ability to lead planning activities, manage client communications, and collaborate with cross-functional teams to deliver successful toll projects.

Highest-signal resume keywords

CCaaS Platforms ExpertiseGenerative AI ApplicationTechnology and Operations ConsultingProject Management SupportClient Communication

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Feasibility StudiesBusiness/Data AnalysisImplementation PlanningQuality ControlProcurement Documentation

Soft Skills

CollaborationAdvisory RoleTask Management

Tools & Technologies

Amazon ConnectNICE CXoneFive9GenysysServiceNow

Industry Keywords

Toll SystemsCustomer ExperienceAutomationContact Center Operations

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

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.
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.
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.

Requirements

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
8 years technology and operations related consulting experience
Expertise in CCaaS platforms (e.g., Amazon Connect, NICE CXone, Five9, Genysys, ServiceNow)
Strong command of applications of Generative AI techniques in customer service environments
Experience applying AI to enhance customer experience, automation, and service efficiency across contact center operations

Benefits

Comp & perks

Health insurance
401(k) matching
Flexible work hours
Paid time off
Professional development opportunities