Manager, User Experience

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.

• →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.

  

• 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.

  

• 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.

  

• 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.

  

• 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 individual features or dialogue alone.
• Bring sufficient Voice UX depth to provide credible direction and critique across areas such as turn-taking, latency, interruption, pacing, tone, recovery, and conversational naturalness, while developing the team's capability in these areas.
• Partner with Engineering and AI specialists to understand how emerging technical capabilities affect the customer experience.
• Establish ways to prototype, research, and evaluate real conversations so quality is assessed through the experience customers actually have.

  

• Partner with Product, Engineering, and Design to establish priorities and connect initiatives to broader customer, product, and business goals.
• Manage design capacity and allocation while ensuring sufficient space for discovery, research, experimentation, and longer-term experience thinking.
• Bring clarity to ambiguous priorities and ownership, identifying dependencies, risks, and opportunities across the team's work.
• Represent both the team's work and the customer perspective in product planning and decision-making.
• Raise experience quality through critique, coaching, and practices that help the team work more effectively.

  

• 8+ years of experience in UX design, conversation design, service design, user research, content design, customer experience, or a related field.
• Experience formally managing or leading designers, including coaching, feedback, development, and work allocation.
• Demonstrated ability to operate as a player-coach, combining hands-on design with people leadership and development.
• Deep experience solving complex and ambiguous UX problems and shaping experience direction across connected work.
• Experience using research to shape product and design direction.
• Experience defining end-customer conversational or AI-driven experiences across voice, digital, or both, including multi-turn interactions, clarification, recovery, context, and escalation.
• Strong Conversational and Voice UX expertise, with the ability to provide credible direction, critique, and coaching.
• Understanding of AI and voice technologies such as speech recognition, text-to-speech, NLU, LLMs, streaming, and agentic systems.
• Strong communication, storytelling, facilitation, and stakeholder management skills.
• A portfolio demonstrating strong UX craft, research-informed decision-making, complex problem-solving, and design leadership.

  

• You balance hands-on design leadership with creating the ownership, direction, and coaching your team needs to do its best work.
• Your team consistently creates high-quality voice and digital Conversational AI experiences grounded in customer evidence and strong design judgement.
• Research and UX insight influence what the team builds, not simply how predefined solutions are designed.
• You create greater coherence across the team's work while growing designers' capability, confidence, autonomy, and impact.
  

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. 

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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.