Description

You will serve as the primary subject matter expert for tolling back-office structures and CRM-based system design.

Responsibilities

• Analyze current and desired back-office tolling structures, business rules, and system functionalities.
• Coordinate system changes and designs across UBOS and client technologies to ensure alignment with business requirements and standards.
• Advise on the design of CRM-based back-office systems to optimize agent efficiency and maximize customer self-service capabilities.
• Represent the client in technical meetings and provide detailed reports to leadership regarding potential project risks or issues.
• Develop and maintain project documentation, plans, and technical methodologies following established client standards.

Required Skills

• 15+ years of tolling experience across multiple tolling agencies.
• 10+ years of hands-on experience designing and building CRM-based back-office systems for large-volume road tolling contact centers.
• 5+ years of direct hands-on experience working within a tolling agency's back office.
• 3+ years of hands-on experience managing large-volume contact centers for tolling organizations.
• Proficiency in Microsoft Office 365 suite, including Word, Excel, and PowerPoint.
• Proficiency in Microsoft Project.
• Bachelor’s degree in business management or information systems, or an equivalent combination of education and experience.

Key Skills

Education

Any Graduate