Dir, P3, Software Eng III : Job Level - Director

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. This is a Software Engineering III position at the Associate level, which is part of the job family responsible for developing and maintaining software solutions that support business needs.

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.

Interested in joining a team that’s eager to create, innovate and make an impact on the world? Read on.

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.

We are looking for a self-motivated senior developer for Genesys solution deployed at Morgan Stanley. The candidate will be primarily responsible for designing, implementing, and maintaining contact center IVR and Routing applications implementation using Genesys. The successful candidate will be very Genesys-centric; however, they will need to have a broad call center view and understand in detail how the Genesys solution works with and alongside numerous other call center technologies.

What you’ll do in the role:

• Design, develop, and implement IVR and Routing applications using Genesys Pure cloud and Genesys Engage System

• Collaborate with stakeholders to understand business processes and design solutions that optimize customer and agent experiences

• Stay abreast of Genesys PureCloud updates and features to leverage new capabilities in flow design

• 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.)

• Translate Voice UI/UX design wireframes to actual code/configuration

• Take an active role in defining customer and agent experience with tech and business

• Implement and enforce best practices with the team for code quality, testing, and deployment

• Document configurations for execution and knowledge sharing

What you’ll do in the role:

• 5+ years hands on experience with Genesys IVR and routing design and development using Genesys Composer and Genesys Architect.

• Knowledge in Genesys Engage Platform and Genesys Cloud Platform

• 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

• Knowledge on 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 field

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 89 years. Our values - putting clients first, doing the right thing, leading with exceptional ideas, committing to diversity and inclusion, and giving back - aren’t just beliefs, they guide the decisions we make every day to do what's best for our clients, communities and more than 80,000 employees in 1,200 offices across 42 countries. At Morgan Stanley, you’ll find an opportunit