Staff User Experience Designer, Conversational AI

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.

• →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

• 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

• 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

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. 

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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.

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