Genesys Cloud Developer- Vice President

Morgan Stanley - Alpharetta, GA

Full-time - Executive

Alpharetta, GA

Securities, Commodity Contracts, and Other Financial Investments and Related Activities

About the position

The Genesys Cloud Developer - Vice President role at Morgan Stanley focuses on leading the IVR/Routing Cloud Transformation initiative within the Contact Center. The successful candidate will leverage extensive experience in designing and implementing IVR call flows and service integrations across various business lines, including mortgage, banking, and brokerage. This position requires a blend of technical expertise and leadership skills to bridge the gap between design and technical implementation, ensuring a seamless customer experience in the IVR space.

Responsibilities

• Translate Voice UI/UX design wireframes into actual code/configuration.
• Bridge the gap between design and technical implementation.
• Define IVR customer experience.
• Ensure end-to-end connectivity of Contact Center technologies including IVR, CTI/Intelligent Routing, Call Recording, Workforce Management, Analytics, and Reporting.
• Collaborate closely with tech and business leadership as well as agile team members throughout the development lifecycle.

Requirements

• At least 4 years of relevant experience in IVR and routing design and development using Genesys Composer.
• Hands-on experience with Genesys IVR and routing design.
• Good understanding of CTI (Computer Telephony Integration) and contact center architecture.
• Thorough understanding of call back technologies, preferably with virtual hold solutions.
• Experience in designing Business Continuity/Disaster Recovery architecture.
• Demonstrated ability to manage multiple development projects simultaneously.
• Excellent communication, listening, 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.

Nice-to-haves

• Experience with OMNI channel integration: Email, SMS, Social, Chat, Chatbot.
• Knowledge of Genesys PureCloud Contact Center Cloud as a Service.

Benefits

• Equal employment opportunity without discrimination or harassment.
• Commitment to diversifying the workforce.