About the job

Be the one building AI-powered experiences where they matter most.

At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships.

Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day.

Role Overview: Shape how customers interact directly with AI across voice and digital experiences at Genesys. As a Staff User Experience Designer focused on Conversational AI, you will influence how AI understands, communicates, reasons, acts, recovers, and collaborates with customers as conversational systems become more generative and agentic.

You will own experience direction across complex, connected conversational AI challenges, combining deep UX expertise, conversation or service design, and rigorous user research. Your work will connect individual AI interactions to broader customer journeys, business processes, human handoffs, context, tools, policies, automation, and other AI experiences, helping customers complete meaningful tasks with greater clarity, confidence, and control.

As part of Genesys Design, a multidisciplinary organization of roughly 100 designers, researchers, educators, and operations specialists, you will partner with product managers, engineers, researchers, data scientists, AI specialists, and design leaders. You will influence strategy across teams, identify patterns that extend beyond individual products, and translate customer evidence into principles and frameworks that create more coherent experiences.

This role offers visibility across enterprise AI initiatives and the opportunity to expand your influence at the intersection of UX design, user research, conversation design, voice AI, generative AI, and agentic systems. Through hands-on leadership, mentorship, and cross-functional partnership, you will help teams make ambitious decisions with empathy, work together around shared customer outcomes, and raise the quality of conversational AI experiences across Genesys.

Key Responsibilities:

• Lead research and discovery across complex and emerging conversational AI problem spaces, ensuring customer evidence influences which problems teams prioritize and how product direction evolves
• Shape end-to-end experience direction for customer interactions with AI, establishing coherent approaches across structured dialogue, generative conversation, and increasingly agentic experiences
• Drive alignment across design, product, engineering, research, data science, and AI teams, turning ambiguous customer and technology challenges into shared experience direction and actionable decisions
• Establish reusable conversational experience principles and frameworks that improve consistency, scalability, and customer trust across products, channels, workflows, automation, and human handoffs
• Define experience direction for voice interactions across understanding, turn-taking, latency, interruption, end-of-speech behavior, pacing, tone, pronunciation, expressiveness, recovery, and conversational naturalness
• Connect voice and digital interaction patterns to broader customer journeys, anticipating system dependencies, policy considerations, context requirements, and experience implications that may not be visible within individual initiatives
• Partner with AI and engineering teams to translate capabilities and constraints across automatic speech recognition, natural language understanding, large language models, text-to-speech, streaming, and agentic systems into intuitive customer experiences
• Use research, experimentation, conversation analysis, and real interaction data to uncover behavioral patterns, challenge assumptions, and improve the effectiveness and quality of AI interactions
• Influence senior stakeholders through compelling narratives that connect customer needs, research evidence, technical realities, business priorities, and experience strategy
• Elevate conversational AI design capability across Genesys through hands-on exploration, design critique, mentorship, frameworks, prototyping methods, research practices, and shared learning

Required Qualifications:

• 8+ years of experience in UX design, conversation design, service design, user research, content design, customer experience, or a related discipline
• Deep experience solving complex and ambiguous UX problems and shaping experience direction beyond an individual feature, product, or project
• Demonstrated success using qualitative and quantitative research to discover customer needs, frame opportunities, challenge assumptions, and influence product strategy
• Significant experience defining sophisticated end-customer conversational or AI-driven experiences across voice, digital channels, or both
• Demonstrated ability to reason across conversational dimensions including language understanding, dialogue behavior, timing, voice, recovery, trust, context, and action, and translate them into coherent experience direction
• Strong understanding of the user experience implications of automatic speech recognition, natural language understanding, text-to-speech, streaming, large language models, and conversational AI systems
• Demonstrated ability to identify patterns across complex problems and translate them into scalable experience principles, interaction models, frameworks, or design guidance
• Proven ability to influence and align multiple teams and senior cross-functional stakeholders without formal authority
• Strong expertise in storytelling, facilitation, systems thinking, prototyping, design communication, and research-informed decision making
• Portfolio demonstrating significant UX leadership, complex problem solving, research-informed product decisions, and influence across teams

Preferred Qualifications:

• Experience designing AI, NLU, LLM-based, generative AI, agentic AI, automation, virtual agent, or complex decision-support products
• Experience shaping conversational experiences that span both voice and digital channels in enterprise or customer experience environments
• Experience using conversation analysis, experimentation, behavioral data, or production interaction data to evaluate and improve AI experiences
• Experience establishing design frameworks, methods, or standards that have improved product quality and design effectiveness across multiple teams

Compensation:

This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.

$146,500.00 - $257,700.00

Benefits:

• Medical, Dental, and Vision Insurance.

• Telehealth coverage

• Flexible work schedules and work from home opportunities

• Development and career growth opportunities

• Open Time Off in addition to 10 paid holidays

• 401(k) matching program

• Adoption Assistance

• Fertility treatments

Click here to view a summary overview of our Benefits.

Working at Genesys

• AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year.
• A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.
• Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support.
• Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families.
• Recognized globally – Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.

Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.

What Happens After You Apply

After you apply, here's what you can typically expect:

• Our Talent Acquisition team reviews your application with the hiring team.

• A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview.

• Next, you'll meet the hiring manager and other members of the interview team.

• We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases.

• After interviews are complete, our team will follow up with the final steps.

Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.

Stay Connected

Stay connected to learn more about how we're applying AI to customer and employee experience challenges and get notified when relevant opportunities become available.

Get notified about relevant opportunities.

Be the one building what's next - where AI, experience and impact come together.

Employee Referral

If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral.

About Genesys:

Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. Genesys Cloud™ is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built-in governance and control. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.ai.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com.

You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.

This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response.

Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.