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Systems & Ops Engineer Telephony

Coca-Cola Company

Atlanta, GA
Job Code:
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Job Details

Job Title: Systems & Ops Engineer Telephony
Job Id: 41842
Location: GA - Atlanta

Position Overview:
This is a Systems and Operations Engineer Telephony role supporting the CCNA Food Service On-Premise Modernization program. The selected candidate will have responsibility to deliver and manage solutions for the CCNA FSOP business. Proven experience in large projects using Genesys Contact Center Solution and or other cloud platforms is preferred.
The Systems and Operations Telephony Modernization program serves as the key conduit to business users for requirements and analysis, User Acceptance Testing, Quality Assurance oversight and deployment activities.  The Engineer works with multiple organizations (various business groups, CCNA IT, Global IT, bottlers, and external service providers) to define and manage requirements, ensures business requirements are fulfilled within the system design, responds to and performs impact analysis on requests and assists with estimates.  The position acts effectively as the technical speaker to the business project team and is able to represent CCNA IT within the business stakeholder community.  The position provides input to test planning and execution, participates in the development of implementation strategies and plans with business units and CCNA, and documents and provides knowledge transfer to the rest of the project team for all Modernization solutions.
Analyze business requirements (e.g., functional and technical requirements, information need, business processes) by conducting information-gathering sessions with clients, analyzing the information and prioritizing the requirements to gain understanding of the business needs. 
Develop process/architecture models based on business requirements in order to determine the completeness of the information and process components. 
Develop logical data model based on business requirements in order to determine the completeness of the information and process components (e.g., Data Flow Diagram, Entity Relationship Models). 
Design business transactions based on business requirements in order to determine the completeness of the information and process components. 
Develop testing, implementation, data conversion or application support strategies in order to establish directions and develop application.
Develop application specific standards and procedures, such as how errors will be handled in the application, in order to complete detailed design.
Comfortable with designing for the future, while managing the present day-to-day department operations. Able to grasp issues quickly, anticipate risks and consequences of proposed plans. 
Related Work Experience:
At least 7 years
Business Partner Knowledge: Knowledge of Telephony and or Contact Center Operations and how these groups impact customers.
Deep knowledge and experience regarding a full project life cycle.
IT Industry Knowledge: Knowledge of the key directional trends and emerging technologies in the IT and Analytics industry. Includes knowledge of the key vendors, their strategic and tactical plans, and internal/external advisory services.
Soft Skills:
Effective at navigating people to understand root concerns, issues, and needs
Ability to author documentation
Ability to present concepts at both team and Executive level
Effective at extracting necessary information out of difficult situations
Competent Technology Translator – Able to help business people understand difficult technology concepts
Ability to perform formal analysis and provide written interpretations of findings
Ability to present difficult concepts to non-technical resources
Ability to establish application roadmaps
Planning and prioritization skills and experience
Ability to establish and communicate technology roadmaps
Ability to support and manage day to day operations of the Contact Center for CCNA
Effective at resolving issues and negotiating paths forward with leadership
Effective communication, presentation & leadership skills
Bachelor's Degree or equivalent work experience. Advanced degree preferred.

Leadership Behaviors:
DRIVE INNOVATION: Generate new or unique solutions and embrace new ideas that help sustain our business (encompassing everything from continuous improvement to new product and package innovation).
COLLABORATE WITH SYSTEM, CUSTOMERS, AND OTHER STAKEHOLDERS: Develop and leverage relationships with stakeholders to appropriately stretch and impact the System (Company and Bottler).
ACT LIKE AN OWNER: Deliver results, creating value for our brands, our System, our customers and key stakeholders.
INSPIRE OTHERS: Inspire people to deliver our mission and 2020 Vision, demonstrate passion for the business and give people a reason to believe anything is possible.
DEVELOP SELF AND OTHERS: Develop self and support others’ development to achieve full potential. 

Growth Behaviors:
Growth Mindset: Demonstrates curiosity, welcomes failure as a learning opportunity.
Smart Risks: Makes bold decisions/recommendations.
Externally Focused:  Understands the upstream and downstream implications of her/his work, Tracks and shares external trends, best practices, or ideas.
Performance Driven & Accountable:  Has high performance standards, Outperforms her/his peers.
Fast (1.0, 2.0...): Removes barriers to move faster, experiments and adapts, thrives under pressure and fast pace.
Empowered:  Brings solutions instead of problems, challenges the status quo, has the courage to take an unpopular stance.

Honesty and integrity have always been cornerstone values of The Coca-Cola Company. Our passion for people of integrity mirrors our spirited drive for total quality in our brands. These and other elements allow the company to sustain strategic practices and drive business performance. The Personnel Integrity Assurance Program is another step toward making The Coca-Cola Company the premier workplace. This process includes a pre-employment background investigation that applies to all applicants, employees, and contractors of the company. The scope of this inquiry may cover such elements as education, employment history, a criminal history check, reference checks, and a pre-employment drug screen. Designated countries or sensitive positions within the company may have more stringent standards.

The Coca-Cola Company is the world's largest beverage company, refreshing consumers with more than 500 sparkling and still brands and more than 3,800 beverage choices. Led by Coca-Cola, one of the world's most valuable and recognizable brands, our Company portfolio features 20 billion-dollar brands, many of which are available in reduced-, low- or no-calorie options. Our billion-dollar brands include Diet Coke, Coca-Cola Zero, Fanta, Sprite, vitaminwater and Powerade. Through the world's largest beverage distribution system, we are the No. 1 provider of both sparkling and still beverages. More than 1.9 billion servings of our beverages are enjoyed by consumers in more than 200 countries each day. With an enduring commitment to building sustainable communities, our Company is focused on initiatives that reduce our environmental footprint, create a safe, inclusive work environment for our associates, and enhance the economic development of the communities where we operate. For more information, visit Coca-Cola Journey at

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.
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