Conversational AI Specialist, Director

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, to achieve and grow. A philosophy that balances personal lifestyles, perspectives and needs is an important part of our culture.

The Firmwide Generative AI Team at Morgan Stanley is a dynamic and innovative department that serves as a center of AI enablement for the firm. The team is responsible for deploying advanced systems that utilize generative artificial intelligence to optimize business processes. The team oversees governance and control measures to ensure the ethical and responsible use of AI technologies. The team is committed to fostering a culture of continuous learning and provide education on AI technologies to other departments within the company.

Position Overview:

We are seeking a highly skilled and motivated Conversational AI Specialist Director with a strong background in prompt engineering and model evaluation to join our team at Morgan Stanley. In this role, you’ll craft enterprise level conversational AI solutions, develop smart automation tools, and refine generative AI models to ensure reliable, quality outputs. This role will liaise with business teams across the Firm, technology, vendors, and centralized AI teams to accelerate the development and adoption of AI-based solutions.

What you'll do in the role:

Prompt Engineering: Develop and refine context-aware prompts tailored to different use cases, domains, and user intents with a view of improving the accuracy, relevance and efficiency of AI generated chatbot responses. Ensure these prompt solutions are scalable, sustainable, effectively integrates with technical infrastructure, and successfully meet the specific needs of the business. Testing and Evaluation: Develop and maintain robust frameworks for testing and evaluating Generative AI responses for coherence, bias, factual accuracy and user satisfaction. Create and manage comprehensive test sets and human evaluations to ensure LLM Model outputs meet high standards. Troubleshooting and Optimization: Identify and troubleshoot issues and anomalies in the LLM model outputs and provide feedback and recommendations for solution improvement and optimization.

Stakeholder Management: Establish and maintain effective communication channels with internal stakeholders such as tech partners and business product owners. Manage expectations and address any concerns or issues that arise.

Collaboration: Collaborate with cross-functional teams, including internal stakeholders and vendor partners.

Risk Management: Identify potential risk and issues that may impact project delivery and develop mitigation strategies to address them proactively.  Monitor project performance and implement corrective actions as necessary to ensure successful outcomes.

Performance Monitoring and Reporting: Track project performance metrics and KPIs to measure progress against objective and identify areas for improvement.

Qualifications/Skills Required or Preferred:

• Experience with Conversational AI solutioning / product development / experimentation or Innovation.
• Experience with prompt engineering for using Commercial or Open Source LLMs such as GPT, Claude, Gemini, LLAMA.
• Experience with conversational AI evaluation techniques such as F1, BLEU, ROUGE, and human feedback analysis.
• Strong understanding of artificial intelligence concepts and technologies.
• Excellent communication, interpersonal and leadership skills.
• Proven experience in program or project management
• Ability to manage multiple projects simultaneously in a fast-paced environment.
• Solid analytical and problem-solving abilities with a keen attention to detail

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 85 years. At our foundation are five core values — putting clients first, doing the right thing, leading with exceptional ideas, committing to diversity and inclusion, and giving back — that guide our more than 80,000 employees in 1,200 offices across 42 countries. At Morgan Stanley, you’ll find trusted colleagues, committed mentors and a culture that values diverse perspectives, individual intellect and cross-collaboration. We Firm is differentiated by the caliber of our diverse team. While our company culture and commitment to inclusion define our legacy and shape our future, helping to strengthen our business and bring value to clients around the world. Learn more about how we put this commitment to action: morganstanley.com/diversity. We are proud to support our employees and their families at every point along their work-life journey, offering some of the most attractive and comprehensive employee benefits and perks in the industry.

We're committed to bringing passion and customer focus to the business.

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).