Morgan Stanley
Genesys Cloud Developer- Vice President
Morgan Stanley, Alpharetta, Georgia, United States, 30239
Genesys Cloud Developer - Vice PresidentJob Number:
3255964
Posting Date:
Jul 31, 2024
Primary Location:
Americas-United States of America-Georgia-Alpharetta
Education Level:
Bachelor's Degree
Job:
Development
Employment Type:
Full Time
Job Level:
Vice President
DescriptionVP - IVR/Routing Development. The Contact Center is looking to recruit talent to support the IVR/Routing Cloud Transformation initiative. The candidate should have vast experience working with design and implementation of IVR call flows and service integration supporting various lines of businesses including mortgage, banking, and brokerage. The successful candidate will ideally have performed a pivotal role in large transformations before and have dealt with the scale and complexity of legacy migration to the target platform.
Responsibilities will include the translation of the Voice UI/UX design wireframes to actual code/configuration. The candidate will bridge the gap between design and technical implementation, taking an active role on both sides and defining the IVR customer experience. The candidate should have knowledge of end-to-end connectivity of Contact Center technologies: IVR, CTI/Intelligent Routing, Call Recording, Workforce Management, Analytics, and Reporting. The candidate must also 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.
QualificationsRequired Skills:
5-7 years 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.
Bachelor's/Master's Degree in Computer Science, Information Systems, or related field.
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.
Morgan 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).
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3255964
Posting Date:
Jul 31, 2024
Primary Location:
Americas-United States of America-Georgia-Alpharetta
Education Level:
Bachelor's Degree
Job:
Development
Employment Type:
Full Time
Job Level:
Vice President
DescriptionVP - IVR/Routing Development. The Contact Center is looking to recruit talent to support the IVR/Routing Cloud Transformation initiative. The candidate should have vast experience working with design and implementation of IVR call flows and service integration supporting various lines of businesses including mortgage, banking, and brokerage. The successful candidate will ideally have performed a pivotal role in large transformations before and have dealt with the scale and complexity of legacy migration to the target platform.
Responsibilities will include the translation of the Voice UI/UX design wireframes to actual code/configuration. The candidate will bridge the gap between design and technical implementation, taking an active role on both sides and defining the IVR customer experience. The candidate should have knowledge of end-to-end connectivity of Contact Center technologies: IVR, CTI/Intelligent Routing, Call Recording, Workforce Management, Analytics, and Reporting. The candidate must also 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.
QualificationsRequired Skills:
5-7 years 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.
Bachelor's/Master's Degree in Computer Science, Information Systems, or related field.
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.
Morgan 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).
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