CONA Services · 2 days ago
Managing Product Architect – Contact Center
Atlanta, GA
Full-time
Onsite
Senior Level, Lead/Staff
10+ years expCONA Services is responsible for providing technology solutions for Coca-Cola bottlers across North America. The Managing Product Architect – Contact Center role focuses on delivering and optimizing Contact Center technology solutions, ensuring they meet business needs and compliance standards while enhancing customer experiences.
Information Technology
Responsibilities
Provide functional and technical expertise across Contact Center platforms to multiple independent Coca-Cola bottlers across the U.S. and Canada
Own and support Contact Center technology products from roadmap definition through deployment and value realization
Participate in Contact Center strategic initiatives from project origination to post deployment optimization
Own integrations between Contact Center platforms and upstream/downstream enterprise systems
Manage the development and maintenance of third-party integrations and APIs
Gather requirements and originate new projects and enhancements including user stories, estimates, solution designs, demos, and training
Support value optimization initiatives focused on agent productivity, automation, and customer satisfaction
Follow agile delivery practices and SDLC standards in collaboration with Scrum Masters
Ensure solutions comply with security, privacy, and enterprise architecture standards
Ensure product-related SLAs and CONA metrics are met
Collaborate with bottlers, vendors, and cross-functional CONA teams
Lead and coach small teams of employees and/or contractors
Qualification
Required
10+ years of experience with Contact Center systems and platforms
Strong understanding of Contact Center operations, KPIs, and value drivers
Experience with CRM, telephony, omnichannel, and customer engagement platforms
5–10 years of technology delivery or project management experience
3–5 years of technology support experience
Demonstrated ability to lead small teams
Strong problem-solving, communication, and collaboration skills
High customer orientation and service mindset
Bachelor's degree or equivalent experience
Company
CONA Services
CONA Services is an information technology company providing IT services.
51-200 employees
H1B Sponsorship
CONA Services has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (3)
2024 (4)
2022 (2)
2020 (1)
Funding
Current Stage
Growth StageLeadership Team
Brett Findley
Chief Executive Officer
Company data provided by crunchbase