Why This Job is Featured on The SaaS Jobs
This Senior User Experience Designer role stands out in SaaS because it sits at the intersection of product design and AI interaction design inside a cloud customer experience platform. Conversational UX is becoming a core surface area for SaaS products as copilots and assistants move from add-ons to primary workflows, and the remit here reflects that shift by focusing on multi turn behavior, error recovery, escalation, and real world orchestration rather than screens alone.
For a SaaS career, the long term value is the chance to build repeatable design judgment around AI mediated experiences that must balance user intent, model constraints, and enterprise expectations. Work that spans flow definition, prototyping with contemporary AI tools, and cross functional tradeoffs tends to translate well across SaaS categories where product differentiation increasingly depends on interaction patterns and trust, not just feature depth.
The role is best suited to a designer who is comfortable operating in partially defined problem spaces and can communicate rationale clearly to product and engineering partners. It will fit someone who enjoys systems thinking, content like precision, and iterating on behavior over time, especially where success depends on aligning human workflows with evolving AI capabilities.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.
We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.
As a Senior User Experience Designer with a Conversational Design Focus,you bring strong UX fundamentals but more uniquely a deep understanding of conversation or service design. You will be responsible for defining ideal conversational flows for a range of use cases. This means you have a deep understanding of how the best AI Assistants respond, ask follow-up questions, recover from mistakes, or escalate to humans when needed.
You are comfortable working in ambiguous, evolving problem spaces with moderate supervision. Your deliverables could include flowcharts, scripts, or storyboards that capture how AI systems behave in real conversations, as opposed to traditional UI designs. You may come from a traditional UX background, or from adjacent fields such as conversation design, content design, or CX, with demonstrated experience building AI-driven experiences in practice.
Team:
You will be part of Genesys design, a roughly 100 person team of designers, researchers, educators, and operations specialists. Your immediate team will have 7 designers, dedicated to crafting powerful employee copilots that explore new ways of interacting using conversation.
Location: For this position, we are open to candidates who wish to work hybrid from our office in Galway, or remote within Ireland.
Please note that an online portfolio is a minimum requirement as part of our review process.
Key Responsibilities:
Conversational Experience Design: Design how AI systems behave in real user interactions, including response patterns, follow-up strategies, clarification, and recovery.
Autonomy & Ambiguity: Operate effectively in ambiguous and fast-moving environments, particularly where AI capabilities and constraints are still evolving. Make thoughtful decisions with incomplete information and escalate when appropriate.
Technology Discovery: Experiment with AI tools in order to be the expert in how they work and the latest interaction patterns. Dive into new tools to prototype your experiences using real technologies.
Collaboration & Communication: Work closely with product managers, engineers, and data/AI partners to shape experiences that are both technically feasible and user-centered. Clearly communicate rationale and tradeoffs to diverse stakeholders.
Continuous Improvement: Participate in sprint planning and design reviews, critiques. Contribute to evolving best practices for designing AI-powered experiences across Genesys.
Requirements:
Experience: 4+ years of experience in conversation design, UX design, service design, or a related field.
Experience working on AI, NLU, or LLM-based products is strongly preferred.
Experience defining conversational or AI-driven experiences, including multi-turn interactions
Familiarity with AI tools such as Cursor, Claude Code, Codex, or Figma Make
Familiarity with online collaboration tools such as Miro and Figjam
Strong communication skills, including ability to articulate a conversational experience (visually or otherwise), explain decision making and tradeoffs
History of collaborating with cross-functional teams to deliver complex experiences or features
Education:
Preferred Experience:
Experience working on AI assistants, copilots, chatbots, or agentic systems
Experience creating conversational flows, especially ones involving interactive components
Experience working with systems that integrate AI responses with structured data or knowledge
Our Benefits
At Genesys, we’re committed to supporting your well-being, growth, and work–life balance. Our comprehensive benefits package includes:
Flexible work options – Choose what works for you with hybrid schedules, work-from-home flexibility, and the option to collaborate onsite in our state-of-the-art Galway office.
Career development & growth – Access continuous learning opportunities, mentoring, and clear paths for advancement.
Competitive pension scheme – Invest in your future with an excellent employer-supported pension plan.
Annual bonus program – Be rewarded for your impact and contributions.
Comprehensive health coverage – Including private health insurance, access to company dental plan, and wellness supports.
Financial protection – Enjoy Income Protection and Life Assurance, along with access to dedicated financial planning resources to help you make confident, informed decisions about your future.
Family-friendly policies – Generous paid maternity and paternity leave, along with supportive leave options designed for every stage of life.
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About Genesys:
Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. 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.com.
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.
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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.
