Morgan Stanley is a leading global financial services firm providing a wide range of investment banking, securities, investment management and wealth management services. The Firm's employees serve clients worldwide including corporations, governments and individuals from more than 1,200 offices in 43 countries.As a market leader, the talent and passion of our people is critical to our success. Together, we share a common set of values rooted in integrity, excellence and strong team ethic. Morgan Stanley can provide a superior foundation for building a professional career - a place for people to learn, achieve and grow. A philosophy that balances personal lifestyles, perspectives and needs is an important part of our culture.Morgan Stanley Virtual Client Solutions (VCS) is looking for an Associate, Product Manager to join our Contact Center Product Team, with a focus on our Contact Center buildout on Genesys Cloud.Responsibilities will include assisting in the implementation and buildout of our Contact Center on Genesys Cloud. Working with stakeholders across the company, the Product Manager will be responsible for executing on the Contact Center roadmap for the Service Platforms team. The roadmap will include migration from our current IVR, Call Routing and WFM tools to Genesys Cloud and evaluate for improvements for the overall instance of Genesys Cloud. The Product Manager must have a practical understanding and the skill to assist on the buildout of Genesys Cloud, as well as the ability to drive the business processes throughout the company.The ideal candidate would have hands-on experience in Contact Center management, stakeholder management, and delivery management, with significant experience in project management, business analysis/strategy and user story writing.ResponsibilitiesIdentification of the organization's contact center platform needs, solution design, and deployment.Assist the group's management in the design, development, and management of Genesys Cloud implementation and platform enhancements.Partner with business partners to assess, initiate, and drive appropriate user experience, business process, and technology solutions to implement and improve existing offerings.Collaborate with vendors and internal groups including Customer Service, Technology, Legal, Compliance, Marketing, MS at Work, Virtual Advisor, WSG and Operations as part of support activities and new product implementations.Identify and lead resolution of processes and problems in a timely fashion to negate or minimize business impact.Hands-on functional testing and validation of business requirements and system functionality in conjunction with Quality Assurance and business user teams.Required QualificationsBachelor's Degree2+ yearsbusiness and / or product management orconsulting experience1-2 years of experience with Agile and other iterative software development methodologiesExperience driving the project lifecycle (conceptualization, requirements, design, development, testing, and implementation)Experience developing strong business relationships, driving innovation and establishing best practicesExperience collaborating within all levels of an organizationExperience delivering onaggressive timelinesPreferred QualificationsExperience with cloud contact center solutions consulting2+ years of background in Customer/Participant ServiceExperience within the financial services industryExperience with implementing telephony solutions such as Genesys CloudSoft SkillsAbility to effectively manage through changeMust have excellent analytical, problem solving, and collaboration skills.Must have superior communication and presentation skills (written, verbal, and technical)Execution oriented and able to balance a strategic mindset with a hands-on team-player attitude toward tackling tactical workInitiative, flexibility, innovation, and teamwork are essential qualities for success in this fast-paced, dynamic work environment with changing prioritiesExpected base pay rates for the role will be between $57k and $110k per year at the commencement of employment. However, base pay if hired will be determined on an individualized basis and is only part of the total compensation package, which, depending on the position, may also include commission earnings, incentive compensation, discretionary bonuses, other short and long-term incentive packages, and other Morgan Stanley sponsored benefit programs.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).Keywords: product owner, product management, product analyst, Genesys Cloud, consultant, associate, contact center, call center, project lifecycle, project management, Agile, methodologies
