User Experience Researcher

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.

User Experience Researcher:

At Genesys, we believe every great product starts with understanding people. As a UX Researcher, you'll independently plan and execute research for scoped product problems, helping your team make confident decisions with user evidence. You'll balance rigor with speed and bring partners along through collaborative planning and synthesis. 

Team Overview:

Our global UX organization includes more than 100 professionals in design, research, education, and operations. We value collaboration, curiosity, and continuous growth.  You'll be embedded with a Genesys Cloud product team, partnering closely with Product Design, Product Management, and Engineering. Together, you'll improve customer and employee experiences across key personas such as administrators, supervisors, and agents (depending on the product area). You'll be working with teams that are building AI-powered experiences, such as virtual agents, copilots, and automation, helping to shape how these capabilities are understood, trusted, and adopted by users. The team values fast learning cycles, clear decision-making, and shipping improvements grounded in real customer needs. 

You'll own end-to-end studies for defined questions and translate insights into actionable recommendations that move product work forward. 

What You'll Do :

• Own end-to-end studies for defined questions (plan, execute, synthesize, recommend). 

• Select methods that fit the decision and constraints; balance rigor with delivery speed. 

• Co-plan with design and PM; bring partners into sessions and synthesis when useful. 

• Document decision-ready outputs and archive work in the research repository. 

Requirements:

• 2-4 years of UX or product research experience. 

• Working knowledge of qualitative methods and basic quantitative/behavioral literacy. 

• Strong study planning, participant empathy, and ethical research practices. 

• Clear storytelling with evidence; ability to communicate limitations and confidence. 

Preferred Experience:

• Experience researching AI-assisted, cross-system workflows. 

• Experience researching B2B SaaS platforms or infrastructure products. 

• Comfortable operating in ambiguous, fast-moving product environments, and skilled at turning findings into clear product decisions. 

What Success Looks Like:

• Your studies are well-scoped and consistently influence design and product decisions. 

• You choose methods and timelines that match the decision at hand. 

• Partners actively engage in sessions, synthesis, and application of findings. 

• Your documentation is easy to find, reuse, and build upon. 

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. 

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com.

You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.

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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.