Traffic Monitoring Call Center/Surveillance/Dispatcher/Freeway Operator

Job description

Company Description Work with Us. Change the World. At AECOM, we're delivering a better world. Whether improving your commute, keeping the lights on, providing access to clean water, or transforming skylines, our work helps people and communities thrive. We are the world's trusted infrastructure consulting firm, partnering with clients to solve the world’s most complex challenges and build legacies for future generations. There has never been a better time to be at AECOM. With accelerating infrastructure investment worldwide, our services are in great demand. We invite you to bring your bold ideas and big dreams and become part of a global team of over 50,000 planners, designers, engineers, scientists, digital innovators, program and construction managers and other professionals delivering projects that create a positive and tangible impact around the world. We're one global team driven by our common purpose to deliver a better world. Join us. Job Description AECOM is seeking Freeway Operators who are responsible for the principal monitoring of the freeway management systems (FMS) and must possess strong familiarity of the District’s freeway system. All TMC Operators shall be familiar with both freeway and arterial related ITS applications. There are 1st and 2nd shift opportunities. Among other tasks, Freeways Operators’ responsibilities include: Monitoring the status of freeway using CCTV, Road Ranger Service Patrols, detector data, etc. to include detecting, confirming, updating, and responding to scheduled and unscheduled traffic and incident management events, congestion, and travel time imbalances in the geographical coverage area. Entering all scheduled and unscheduled events and congestion into SunGuide software and disseminate information using ITS devices, website, and Florida 511 (FL511) system. Coordinating with other Control Room staff, law enforcement, and external agencies in response to incidents. Coordinating with other operations staff concerning external agency communications and general operations room coordination, and other operations room staff from other agencies to obtain a full understanding of all operations room activity status. Dispatching Road Ranger Service Patrols to motorists, events, and to assist law enforcement in a timely and efficient manner. Log all activities into the SunGuide database and ensure the quality of information is complete and concise. Managing Wrong Way Driver events. Detecting, confirming, and reporting equipment faults affecting Control Room equipment (e.g., central system, computers, CCTV monitors, and large screen display units) and TMC system field equipment (e.g., CCTV, VDS, DMS, RSU etc.). Monitor and manage arterial operations in accordance with Section 4.2.5 and District 1 TMC Operations SOP, outside the operational hours of the STMC and coordinate any signal operational changes through the on-call Signal Operations Engineer. Performing daily ITS infrastructure checks (CCTVs, DMS, MVDS, RSUs Video Walls, etc.) during the morning shift and opening ITS device failure tickets for malfunctions detected during the check. Coordinating with maintenance staff as needed. Following FDOT District 1 policies and procedures, including the District 1 TMC Operations SOP. Following time requirements in the District 1 TMC Operations SOP for event confirmation, RRSP/RISC dispatching, DMS message posting, FL511 system update, etc. Posting detour routes in FL511. Carrying out all tasks as detailed in the District 1 TMC Operations SOP. Assist with report data collection to include in all required periodic reports, travel speed and travel time reports, incident reports and any other reports that are requested by the DEPARTMENT. Assists in Sunguide configuration changes such as reference points, contact groups, and others per District 1 TMC Operations SOP. Responsible for producing periodic operations reports, performance measures, Truck Parking Availability Systems (TPAS), Wrong Way Driver Detection Systems, QA/QC of Sunguide data, focused attention on OTM system, smart work zone and others as assigned. Responsible for producing even chronologies, timestamp sheets, incident images and other materials to assist with after-action reviews on major incidents (RISC, MIE etc.) Coordinate with FDOT and/or FHP and dispatch the proper Rapid Incident Scene Clearance (RISC) Vendor to major events and other activities that require their service in a timely and efficient manner. Log all activities and timestamps into the SunGuide database and ensure the quality of information is complete and concise. This includes updating the RISC Vendor rotation list. Managing events and congestion using the SunGuide GUI and its devices, both electronic (e.g., website server, incident detection algorithms) and in the field (e.g., vehicle detection stations, CCTV cameras, DMS, etc.). Inform Emergency Services on Traffic Events – The RTMC/STMC Operators will assist the RTMC/STMC Shift Supervisor informing Emergency Services of traffic incidents in the geographical coverage area of the RTMC/STMC. These events vary in their scope and the methods on how the operator responds notifying FHP, Road Ranger, local police, fire and Emergency Medical Services (EMS) etc. All other tasks assigned by the Department. Qualifications Minimum Requirements: High School Diploma or GED. Must be able to remain in a stationary position for long periods while monitoring Intelligent Transportation Systems such as CCTV camera displays, ramp meters, law enforcement radio broadcasts, answering/responding to calls, and communicating with other staff or partnering agencies. Ability to operate software platforms and web-based applications. Must pass a state and federal criminal history/security background check; must also successfully complete Florida Department of Transportation fingerprint-based screening. Must pass a pre-employment drug screen. Preferred Qualifications: Previous experience working in a call center, customer service, 911 Operator, or dispatching environment Demonstrate ability to meet a high level of customer service expectations Ability to work calmly and professionally in a fast-paced, high-pressure environment Previous experience working in a position that includes heavy telephone, radio, and computer usage Effective oral and written communications skills for in-person, radio, and phone conversations Ability to interpret or understand geographic information portrayed on a map and map-based applications Knowledge of interstates and state routes throughout Florida with geographic familiarity with the freeway system and arterial roadway Efficient and accurate data entry skills Additional Information This position does not include sponsorship for United States work authorization. This position does not include relocation benefits. At AECOM, we are committed to maintaining a secure and trustworthy recruitment process and take any fraudulent hiring activity seriously. To support this commitment, all newly hired employees are required to attend an in-person Day 1 onboarding at an AECOM office location as a condition of employment. About AECOM AECOM is proud to offer comprehensive benefits to meet the diverse needs of our employees. Depending on your employment status, AECOM benefits may include medical, dental, vision, life, AD&D, disability benefits, paid time off, leaves of absences, voluntary benefits, perks, flexible work options , well-being resources, employee assistance program, business travel insurance, service recognition awards, retirement savings plan, and employee stock purchase plan. AECOM is the global infrastructure leader, committed to delivering a better world. As a trusted professional services firm powered by deep technical abilities, we solve our clients’ complex challenges in water, environment, energy, transportation and buildings. Our teams partner with public- and private-sector clients to create innovative, sustainable and resilient solutions throughout the project lifecycle – from advisory, planning, design and engineering to program and construction management. AECOM is a Fortune 500 firm that had revenue of $16.1 billion in fiscal year 2025. Learn more at aecom.com. What makes AECOM a great place to work You will be part of a global team that champions your growth and career ambitions. Work on groundbreaking projects - both in your local community and on a global scale - that are transforming our industry and shaping the future. With cutting-edge technology and a network of experts, you’ll have the resources to make a real impact. Our award-winning training and development programs are designed to expand your technical expertise and leadership skills, helping you build the career you’ve always envisioned. Here, you’ll find a welcoming workplace built on respect, collaboration and community—where you have the freedom to grow in a world of opportunity. As an Equal Opportunity Employer, we believe in your potential and are here to help you achieve it. All your information will be kept confidential according to EEO guidelines.