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.
Conversational AI – Player-Coach
As a UX Design Manager focused on Conversational AI, you will be a player-coach, combining hands-on design leadership with responsibility for leading and developing a small team of designers. Your team will shape how end customers interact directly with AI across voice and digital channels, from structured dialogue through to generative and increasingly agentic experiences. As a player-coach, you will remain close to the craft: shaping experience direction, contributing to research and design, and leading selected complex or ambiguous problems, while coaching and developing designers to do their best work. This is not a traditional management role where you step away from the craft. You will know when to lead directly, when to work alongside a designer, and when to step back and enable others to lead.
Team:
You will be part of Genesys Design, a roughly 100-person team of designers, researchers, educators, and operations specialists.
You will lead a small team of designers focused on crafting powerful virtual agents and agentic products across conversation, automation, and AI-assisted workflows.
You will partner closely with Product, Engineering, Research, Data Science, AI, and Design to shape experience direction and deliver high-quality work.
Key Responsibilities:
Hands-on Design Leadership:
Lead selected complex, ambiguous, or strategic end-customer Conversational AI problems from discovery through experience definition and validation.
Contribute hands-on to research, exploration, prototyping, and conversational design where your expertise creates the greatest impact.
Shape experience direction across related work and help designers connect individual decisions to broader customer, business, and system goals.
Provide critique and guidance while enabling designers to retain meaningful ownership of their work.
People Leadership and Development:
Manage, coach, and develop a small team of designers, supporting their performance, growth, and career development.
Set clear expectations and provide regular, actionable feedback.
Understand individual strengths, development needs, and capacity to effectively allocate work and growth opportunities.
Create an environment where designers can navigate ambiguity, challenge assumptions, experiment, take ownership, and produce their best work.
Participate in hiring, onboarding, performance management, talent development, and workforce planning as required.
Research-Led Discovery:
Ensure the team's work is grounded in a strong understanding of end-customer needs, behaviours, and real-world contexts.
Personally lead or participate in research where the problem is particularly ambiguous, strategic, or important to the direction of the team.
Coach designers to translate research and evidence into experience and product direction, identifying patterns and opportunities across initiatives.
Conversational, Voice and Digital Experience Leadership:
Guide the design of how AI interacts with end customers across understanding, multi-turn dialogue, context, action, recovery, escalation, human handoff, trust, and user control.
Help the team make deliberate choices between structured, generative, and agentic interactions based on customer need, context, risk, and system capability.
Lead experience direction across voice and digital conversations, ensuring the team considers the complete customer interaction rather than…