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 and Research Focus
As a Senior User Experience Designer focused on Conversational AI, you will design how end customers interact directly with AI across voice and digital channels, from structured dialogue through to generative and increasingly agentic experiences. You will bring strong UX fundamentals, conversational or service design experience, and a research-led approach to shape how AI understands customer needs, manages dialogue and context, takes action, handles uncertainty and failure, and knows when to involve a human. You will be comfortable operating in ambiguous and emerging problem spaces, using research and exploration to discover the right problems to solve and translate customer insight into clear experience direction.
Team:
You will be part of Genesys Design, a roughly 100-person team of designers, researchers, educators, and operations specialists. Your immediate team will focus 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 explore new interaction patterns and create experiences grounded in real customer needs.
Key Responsibilities:
Research-Led Discovery:
Lead and contribute to research that uncovers end-customer needs, behaviours, and opportunities for Conversational AI experiences.
Plan and conduct research using appropriate methods, including interviews, usability testing, conversation analysis, concept testing, and prototype evaluation.
Translate research into insights, opportunity areas, and experience direction, using evidence to shape problems as well as validate solutions.
Conversational Experience Design:
Design how AI interacts with end customers across understanding and clarification, multi-turn dialogue, context, action, uncertainty, recovery, and human handoff.
Design across structured, generative, and agentic interactions, selecting the appropriate level of flexibility and autonomy based on customer need, context, risk, and system capability.
Define conversational models, interaction patterns, prototypes, and experience principles, considering trust, transparency, tone, user control, and recovery as core parts of the experience.
Voice and Digital Experience:
Design across voice and digital channels, understanding how different modalities shape customer behaviour, expectations, and interaction design.
Design the complete Voice experience, considering areas such as understanding, turn-taking, latency, interruption, pacing, tone, recovery, and conversational naturalness.
Prototype and evaluate conversations as real interactions, using evidence to identify breakdowns and refine both AI behaviour and the customer experience.
Work with Engineering and AI partners to understand technical capabilities and constraints and make appropriate experience trade-offs.
Autonomy, Collaboration and Influence:
Independently lead complex design problems where customer needs, business priorities, and AI capabilities may still be evolving, exploring multiple solution paths rather than defaulting to an initial solution.
Make thoughtful decisions with incomplete information, clearly communicating assumptions, risks, and trade-offs while taking responsibility for moving the work forward.
Influence Product, Engineering, AI, Research, and Design partners through evidence, strong design…