VP - 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.

Responsibilities will include translation of the Voice UI/UX design wireframes to actual code/configuration. Candidate will bridge the gap between design and technical implementation, taking an active role on both sides and defining IVR customer experience. Candidate should have of knowledge of end-to-end connectivity of Contact Center technologies: IVR, CTI/Intelligent Routing, Call Recording, Workforce Management, Analytics and Reporting. 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.#LI-SK1

Required Skills:

At least 4 years' relevant experience would generally be expected to find the skills required for this role

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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