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.

Job Description

Senior User Experience Designer, Conversational AI and Research Focus

As a Senior User Experience Designer with a focus on Conversational AI, you bring strong UX fundamentals, deep experience in conversation or service design, and a rigorous approach to user research. You will play a key role in shaping how AI powered employee experiences behave in real world contexts, using research, experimentation, and design judgement to define experiences that are useful, trustworthy, and human centred.

This role is especially suited to someone who is confident operating in ambiguous and emerging problem spaces. You will not simply design flows after requirements are defined. You will help discover the right problems to solve, uncover user needs, explore behavioural patterns, identify opportunity areas, and translate research insights into clear conversational experience strategies.

You will be responsible for defining ideal conversational flows across a range of use cases. This includes understanding how effective AI assistants respond, ask follow up questions, clarify intent, recover from mistakes, explain uncertainty, escalate to humans, and maintain context across an interaction. Your work may include flowcharts, scripts, conversation models, research synthesis, service blueprints, storyboards, prototypes, and experience principles that capture how AI systems behave in real conversations.

You may come from a traditional UX design background, or from adjacent fields such as conversation design, content design, service design, customer experience, or user research. What matters most is demonstrated experience shaping AI driven experiences in practice, grounding design decisions in evidence, and influencing cross functional teams through clear insight, storytelling, and design rationale.

Team

You will be part of Genesys Design, a roughly 100 person team of designers, researchers, educators, and operations specialists. Your immediate team will include 8 designers focused on crafting powerful virtual agents and agentic virtual agent products that explore new ways of interacting through conversation, automation, and AI assisted workflows.

You will work closely with product managers, engineers, researchers, data scientists, AI specialists, and other design partners to explore new interaction patterns and define experiences that are technically feasible, user centred, and grounded in real customer and employee needs.

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

Research Led Discovery

Lead and contribute to user research activities that uncover needs, behaviours, pain points, mental models, and opportunities for AI powered employee experiences.

Plan and conduct research using methods such as interviews, usability testing, workflow analysis, conversation analysis, diary studies, concept testing, competitive reviews, and prototype evaluation.

Synthesize research findings into clear insights, opportunity areas, design principles, and actionable recommendations for product, engineering, AI, and design partners.

Use research to shape product direction, not just validate design solutions.

Conversational Experience Design

Design how AI systems behave in real user interactions, including response patterns, multi turn flows, clarification strategies, recovery paths, escalation moments, and context aware behaviours.

Define conversational models, scripts, prompts, interaction patterns, and experience frameworks that describe how AI assistants should respond across different situations.

Consider tone, trust, transparency, user control, error handling, and human handoff as core parts of the experience.

AI Experience Strategy

Help define what good looks like for agentic experiences, including how they support user goals, reduce cognitive effort, explain recommendations, and work alongside human users.

Explore emerging AI interaction patterns and translate them into practical experience guidance for the team.

Partner with product and technical teams to understand AI capabilities, constraints, risks, and trade offs, then turn that understanding into better user experiences.

Autonomy and Ambiguity

Operate effectively in ambiguous, fast moving environments where user needs, business priorities, and AI capabilities are still evolving.

Take ownership of complex problem areas with moderate to limited supervision.

Make thoughtful decisions with incomplete information, identify where more research is needed, and clearly communicate assumptions, risks, and trade offs.

Collaboration and Influence

Work closely with product managers, engineers, AI partners, researchers, and other designers to shape experiences that are both technically feasible and user centred.

Influence product direction through research insights, strong design rationale, clear storytelling, and well structured artefacts.

Facilitate discussions, critiques, and workshops that help teams align around user needs, experience principles, and design decisions.

Continuous Improvement

Contribute to evolving best practices for designing, researching, and evaluating AI powered experiences across Genesys.

Participate in sprint planning, design reviews, critiques, research readouts, and cross functional planning sessions.

Help raise the quality of conversational AI design by sharing patterns, principles, examples, and learnings with the wider design organisation.

Requirements

7+ years of experience in UX design, conversation design, service design, user research, content design, customer experience, or a related field.

Demonstrated experience conducting or leading user research, including planning studies, speaking directly with users, synthesizing findings, and turning insights into design direction.

Experience defining conversational or AI driven experiences, including multi turn interactions, clarification paths, recovery strategies, and escalation models.

Experience working on AI, NLU, LLM based, automation, or complex decision support products is strongly preferred.

Strong ability to translate ambiguous problems into clear research questions, design hypotheses, experience principles, and actionable recommendations.

Ability to create artefacts such as research plans, interview guides, synthesis maps, journey maps, service blueprints, conversation flows, scripts, prototypes, and storyboards.

Familiarity with online collaboration tools such as Miro and FigJam.

Strong communication skills, including the ability to articulate conversational experiences visually and verbally, explain decision making, and communicate trade offs to cross functional stakeholders.

History of collaborating with product, engineering, research, data, and AI teams to deliver complex experiences or features.

A portfolio that demonstrates strong UX thinking, research informed decision making, conversational or service design capability, and experience working through ambiguity.

What Success Looks Like

You will help the team better understand users.

You will bring structure to ambiguous AI experience problems through research, synthesis, and clear design thinking.

You will define conversational experiences that feel useful, trustworthy, and grounded in real user needs.

You will help product and engineering teams make better decisions by connecting technical possibilities to human needs.

You will contribute to the development of high quality virtual agent experiences that demonstrate the future of AI Automation.

Our Benefits

• 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

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.

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. 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.

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.