Job Information
Morgan Stanley Senior Manager_Genesys IVR_Technology_Bengaluru in Bengaluru, India
Company Profile Morgan Stanley is a leading global financial services firm providing a wide range of investment banking, securities, wealth management and investment management services. With offices in more than 41 countries, the Firm's employees serve clients worldwide including corporations, governments, institutions and individuals. For further information about Morgan Stanley, please visit www.morganstanley.com. **
Wealth Management Technology Wealth Management Technology is responsible for the design, development, delivery, and support of the technical solutions behind the products and services used by the Morgan Stanley Wealth Management Business. Practice areas include: Analytics, Intelligence, & Data Technology (AIDT), Client Platforms, Core Technology Services (CTS), Financial Advisor Platforms, Global Banking Technology (GBT), Investment Solutions Technology (IST), Institutional Wealth and Corporate Solutions Technology (IWCST), Technology Delivery Management (TDM), User Experience (UX), and the CAO team. **
Job Profile •The MSSB Contact Center IVR team develops and supports a portfolio of Contact Center IVR applications for MSSB clients and the field which include: self-service IVR applications, CTI and intelligent call routing, Call Recording and Speech Analytics, Work Force Management, and Call Back Technology and Reporting. These applications deliver a wide range of functionality by leveraging speech recognition and Natural Language Understanding (NLU) and intelligent call routing to provide the best caller experience. •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.**
Primary Skills •Expertise on Genesys and other related technologies with thorough understanding of call flows, queuing, routing and CTI on Genesys platform. Knowledge in developing IVR and Routing applications with Composer and Genesys Architect flow. He should have good understanding on Bot flow development as well. •Expertise in Genesys Engage Platform and Genesys Cloud platform •Expertise in call back technologies •Expertise in designing Business Continuity /Disaster Recovery architecture •Expertise in to have experience on Genesys eServices (Chat, Email & SMS) •Expertise on conversational IVR development
Morgan Stanley is an equal opportunities employer. We work to provide a supportive and inclusive environment where all individuals can maximise their full potential. Our skilled and creativeworkforce is comprised of individuals drawn from a broad cross section of the global communities in which we operate and who reflect a variety of backgrounds, talents, perspectives and experiences. Our strong commitment to a culture of inclusion is evident through our constant focus on recruiting, developing and advancing individuals based on their skills and talents.
Job: *Production Management and Operational Support
Title: Senior Manager_Genesys IVR_Technology_Bengaluru
Location: Non-Japan Asia-India-Karnataka-Bengaluru
Requisition ID: 3255593
