What are the responsibilities and job description for the Managing Product Architect – Contact Center position at CONA Services?
The Managing Product Architect – Contact Center at CONA Services has strategic and operational accountability for the delivery, evolution, and optimization of Contact Center/ICEP technology solutions leveraged by Coca-Cola bottlers across North America. This role provides a unique opportunity to apply deep expertise in contact center platforms and customer engagement technologies without direct responsibility for day-to-day agent operations (e.g., call handling, scheduling, workforce execution).
The role is critical to ensuring that Contact Center systems effectively support bottler customer service teams, remain stable and compliant through major platform releases, and continuously evolve to meet changing business needs, regulatory requirements, and customer expectations.
This position partners closely with bottlers, vendors, and internal CONA teams to ensure technology enables high-quality customer experiences across voice, digital, and omnichannel touchpoints.
This role reports to the Product Director – myCoke & Contact Center.
Key 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.
What Makes You a Good Fit
- 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.
Our people are our most valuable asset.
The collective sum of the individual differences, life experiences, knowledge, inventiveness, innovation, self-expression, unique capabilities and talent that our employees invest in their work represents a significant part of not only our culture, but our reputation and company’s achievement as well. We are smart alone but together we are genius.
We embrace and encourage our employees’ differences in age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status, and other characteristics that make our employees unique.