Vice President - Genesys IVR/Routing Development - Software Engineering
Morgan Stanley
Software Engineering
Bengaluru, Karnataka, India
Posted on Oct 25, 2024
| Morgan Stanley | |||||||||||||
| Genesys IVR/Routing Development - Vice President - WM ( Wealth Management) | |||||||||||||
| Profile Description | |||||||||||||
| We’re seeking someone to join our team as (Title) Vice President -Genesys IVR/Routing Development, Contact Center is looking to recruit talent to support the IVR/Routing Cloud Transformation initiative. Candidate should have vast experience working with design and implementation of IVR call flows and service integration supporting various line of businesses including mortgage, banking and brokerage. Successful candidate will ideally have performed a pivotal role in large transformation before and have dealt with scale and complexity of legacy migration to target platform. | |||||||||||||
| WM ( Wealth Management) | |||||||||||||
| Wealth Management Technology is responsible for the design, development, delivery, and support of the technical solutions behind the products and services used by the Morgan Stanley Wealth Management Business. Practice areas include: Analytics, Intelligence, & Data Technology (AIDT), Client Platforms, Core Technology Services (CTS), Financial Advisor Platforms, Global Banking Technology (GBT), Investment Solutions Technology (IST), Institutional Wealth and Corporate Solutions Technology (IWCST), Technology Delivery Management (TDM), User Experience (UX), and the CAO team. | |||||||||||||
| Technology | |||||||||||||
| In the Technology division, we leverage innovation to build the connections and capabilities that power our Firm, enabling our clients and colleagues to redefine markets and shape the future of our communities. | |||||||||||||
| Technical Specialist | |||||||||||||
| This is a Vice President position within our Technical Specialist function, which is responsible for providing extensive subject matter expertise and reinforcing the ability of business and technology audit teams to appropriately assess risk and determine and execute coverage. | |||||||||||||
| Morgan Stanley is an industry leader in financial services, known for mobilizing capital to help governments, corporations, institutions, and individuals around the world achieve their financial goals. At Morgan Stanley India, we support the Firm’s global businesses, with critical presence across Institutional Securities, Wealth Management, and Investment management, as well as in the Firm’s infrastructure functions of Technology, Operations, Finance, Risk Management, Legal and Corporate & Enterprise Services. Morgan Stanley has been rooted in India since 1993, with campuses in both Mumbai and Bengaluru. We empower our multi-faceted and talented teams to advance their careers and make a global impact on the business. For those who show passion and grit in their work, there’s ample opportunity to move across the businesses for those who show passion and grit in their work. Interested in joining a team that’s eager to create, innovate and make an impact on the world? Read on… | |||||||||||||
| What you’ll do in the role: | |||||||||||||
| Responsibilities will include translation of the Voice UI/UX design wireframes to actual code/configuration. Bridge the gap between design and technical implementation, taking an active role on both sides and defining IVR customer experience. Should have of knowledge of end-to-end connectivity of Contact Center technologies: IVR, CTI/Intelligent Routing, Call Recording, Workforce Management, Analytics and Reporting. Have strong communication and interpersonal skills to work very closely with tech and business leadership as well as agile team members throughout the entire development lifecycle. | |||||||||||||
| What you’ll bring to the role: | |||||||||||||
| * At least 4 years' relevant experience would generally be expected to find the skills required for this role with Bachelor's/Master's Degree in Computer Science, Information Systems or related field * Hands on experience with Genesys IVR and routing design and development using Genesys Composer * Good understanding of CTI (Computer Telephony Integration), contact center architecture, Genesys Framework, Genesys routing strategy * Thorough understanding and/or experience with call back technologies, preferably with virtual hold solutions * Experience with designing Business Continuity /Disaster Recovery architecture * Demonstrated track record of managing multiple development projects at once * Excellent communication skills, listening skills, influencing and negotiation skills * Ability to develop and foster relationships with resources outside of direct control Desired Skills: Experience with OMNI channel integration: Email, SMS, Social, Chat, Chatbot Knowledge and/or experience with Genesys PureCloud Contact Center Cloud as a Service# | |||||||||||||
| What you can expect from Morgan Stanley | |||||||||||||
| We are committed to maintaining the first-class service and high standard of excellence that have defined Morgan Stanley for over 85 years. At our foundation are five core values — putting clients first, doing the right thing, leading with exceptional ideas, committing to diversity and inclusion, and giving back — that guide our more than 80,000 employees in 1,200 offices across 42 countries. At Morgan Stanley, you’ll find trusted colleagues, committed mentors and a culture that values diverse perspectives, individual intellect and cross-collaboration. Our Firm is differentiated by the caliber of our diverse team, while our company culture and commitment to inclusion define our legacy and shape our future, helping to strengthen our business and bring value to clients around the world. Learn more about how we put this commitment to action: morganstanley.com/diversity. We are proud to support our employees and their families at every point along their work-life journey, offering some of the most attractive and comprehensive employee benefits and perks in the industry. | |||||||||||||
| Morgan Stanley is an equal opportunities employer. We work to provide a supportive and inclusive environment where all individuals can maximise their full potential. Our skilled and creative workforce is comprised of individuals drawn from a broad cross section of the global communities in which we operate and who reflect a variety of backgrounds, talents, perspectives and experiences. Our strong commitment to a culture of inclusion is evident through our constant focus on recruiting, developing and advancing individuals based on their skills and talents. | |||||||||||||