Staff User Experience Designer, Conversational AI

Key Responsibilities:

• 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

Required Qualifications:

• 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

Preferred Qualifications:

• 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
• Compensation:
• This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.
• $146,500.00 - $257,700.00

Benefits:

• Medical, Dental, and Vision Insurance.
• Telehealth coverage
• Flexible work schedules and work from home opportunities
• Development and career growth opportunities
• Open Time Off in addition to 10 paid holidays
• 401(k) matching program
• Adoption Assistance
• Fertility treatments
• Click here to view a summary overview of our Benefits.
• 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
• Stay connected to learn more about how we're applying AI to customer and employee experience challenges and get notified when relevant opportunities become available.
• Get notified about relevant opportunities.

Be the one building what's next - where AI, experience and impact come together.

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