Description
About Morgan Stanley Since our founding in 1935, Morgan Stanley has been committed to serving local and global communities by being a market leader in Investment Banking, Securities, Investment Management and Wealth Management services. Our belief that capital can work to benefit all of society inspires us to put our clients first, lead with exceptional ideas, hold our business to high ethical standards, and give back to communities around the world through philanthropy and public works.

We have a smart casual dress code and operate under a philosophy that balances work with your personal life. Our people's talent, passion, and expertise is the fuel on which our organization runs, therefore, our people are our greatest asset. Diversity and inclusiveness is a critical component for our success and it is our priority to continue building a firm that values the unique background and identity of every one of our employees, thus enabling our people to bring their full, and best selves to work each day.

Teamwork is the essence of our approach, and so are the values of integrity, excellence, and enabling our people to achieve at the highest levels. We invite you to learn more about our commitment to diversity and serving our community. MS Wealth Management (MSWM) Technology Morgan Stanley Wealth Management (MSWM) Technology is the global technology department responsible for the design, development, delivery and support of the technical solutions behind the products and services used by the Morgan Stanley Wealth Management (MSWM) business.

The department is comprised of 10 organizations: Sales, Banking & Corporate-Client Technology, Investment Products & Markets Technology, Client Reporting, Core Processing, Private and International Wealth Management Technology, Technology Integration Office, Enterprise Infrastructure & Production Management, Capital Markets Application & Data Services, Deployment Planning & Release Management, and the Chief Operating Office. Contact Center Technology Contact Center Technology is a dynamic and fast-paced area within the Firm's WM Technology Division. We are responsible for creating innovative client-facing and field-facing solutions for Wealth Management Operations, one of the core areas of the Firm, providing wealth management product servicing and best-of-class customer experience to our WM clients.

This includes self-service platform and OMNI channel experience for our WM clients and sales/service associates on products such as online banking, cards, deposit products, and loans/mortgages. If you are an exceptional individual who is interested in solving complex problems and building sophisticated solutions in a dynamic team environment, Contact Center Technology is the place for you.QualificationsVP - IVR/Routing DevelopmentContact 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.Responsibilities will include:Architectural Design: Lead the architectural design of Genesys PureCloud contact flows, ensuring alignment with business requirements and industry best practices Collaborate with stakeholders to understand business processes and design solutions that optimize customer and agent experiencesDevelopment Leadership: Provide hands-on leadership in developing Genesys PureCloud solutions, and ensuring the interoperability during migration between existing Genesys Engage and the new PureCloud solutionsFlow Optimization: Stay abreast of Genesys PureCloud updates and features to leverage new capabilities in flow designIntegration: Design, implement, and ensure integration and interoperability between Genesys and other systems or applications such as SBC/ASM telephony, IVR, Salesforce Desktop, Call Recording, Workforce Management, and other channels (chat, email, etc.

)Technical Expertise: Serve as subject matter expert in Genesys PureCloud and Genesys Engage development, providing guidance to the development team, business, and technology stakeholders Translate Voice UI/UX design wireframes to actual code/configuration Take an active role in defining customer and agent experience with tech and businessQuality Assurance: Implement and enforce best practices with the team for code quality, testing, and deploymentDocumentation: Document architectural designs, development processes, and configurations for execution and knowledge sharingRequired Skills: 7-10 years hands on experience with Genesys IVR and routing architecture, design, and development Deep knowledge of end-to-end connectivity of Contact Center infrastructure and technologies: SBC/ASM telephony, IVR, CTI intelligent routing, Salesforce Desktop, Call Recording, Workforce Management, and other channels (chat, email, etc.) Strong programming skills, preferably in languages such as Java, JavaScript, or Python Experience with Genesys PureCloud APIs and SDKs, Architect Flow, and open source Terraform Knowledge on Genesys Cloud CI/CD and Business Continuity architecture and deployment practice Hands on experience with large-scale platform transformation and management of multiple competing development projects Experience with operating in an agile development framework Excellent communication skills, listening skills, influencing and negotiation skills Ability to develop and foster relationships with resources outside of direct control Bachelor's/Master's Degree in Computer Science, Information Systems, or related fieldMorgan Stanley's goal is to build and maintain a workforce that is diverse in experience and background but uniform in reflecting our standards of integrity and excellence. Consequently, our recruiting efforts reflect our desire to attract and retain the best and brightest from all talent pools.

We want to be the first choice for prospective employees.It is the policy of the Firm to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, religion, creed, age, sex, sex stereotype, gender, gender identity or expression, transgender, sexual orientation, national origin, citizenship, disability, marital and civil partnership/union status, pregnancy, veteran or military service status, genetic information, or any other characteristic protected by law.Morgan Stanley is an equal opportunity employer committed to diversifying its workforce (M/F/Disability/Vet).

Expected base pay rates for the role will be between $140,000 and $190,000 per year at the commencement of employment. However, base pay if hired will be determined on an individualized basis and is only part of the total compensation package, which, depending on the position, may also include commission earnings, incentive compensation, discretionary bonuses, other short and long-term incentive packages, and other Morgan Stanley sponsored benefit programs.Field: Development.