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.
Conversational AI and Research Focus
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.
Team:
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.
Key Responsibilities:
Research-Led Discovery:
- 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.
Conversational Experience Design:
- 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.
Voice and Digital 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.
Autonomy, Collaboration and Influence:
- 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.
Requirements:
- 4+ years of experience in UX design, product design, conversation design, service design, user research, content design, customer experience, or a related field.
- Experience conducting or leading research and translating findings into experience and product direction.
- Strong UX foundations, with meaningful experience designing conversational or AI-driven experiences across voice, digital, or both, including multi-turn interaction, context, clarification, recovery, and escalation.
- Understanding of AI and voice technologies such as speech recognition, text-to-speech, NLU, LLMs, streaming, and agentic systems.
- Ability to bring structure to ambiguous problems and translate them into research questions, design hypotheses, and experience direction.
- Ability to communicate complex experiences through appropriate research, journey, conversational, and prototyping artefacts
- Strong communication and storytelling skills, with the ability to explain design decisions and trade-offs to cross-functional partners.
- A portfolio demonstrating strong UX craft, research-informed decision-making, conversational or service design capability, and complex problem-solving.
What Success Looks Like:
- 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.
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
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Working at Genesys
- AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year.
- A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.
- Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support.
- Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families.
- Recognized globally – Genesys is Great Place to Work®certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.
Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.
What Happens After You Apply
After you apply, here's what you can typically expect:
- Our Talent Acquisition team reviews your application with the hiring team.
- A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview.
- Next, you'll meet the hiring manager and other members of the interview team.
- We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases.
- After interviews are complete, our team will follow up with the final steps.
Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.
Stay Connected
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Be the one building what's next - where AI, experience and impact come together.
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.
This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response.
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.
