Senior User Experience Designer

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.

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.


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.


• 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.


• 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.


• 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.


• 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 rationale, storytelling, and prototyping.
• Contribute to the quality of the wider team through critique, knowledge sharing, and collaboration.


• You independently lead complex Conversational AI experience problems from discovery through experience definition and validation, grounded in a strong understanding of end customers.
• You bring structure and clarity to ambiguous problems through research, exploration, and prototyping.
• You create voice and digital conversations that feel natural, trustworthy, and effective.
• You influence Product and Engineering direction through evidence and strong design judgement, while raising the quality of the wider team through critique and collaboration.

Employee Referral

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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:

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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.