Sr. Conversational AI Designer

Genesys•Massachusetts, MA

30d

About The Position

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. Position Overview We are seeking a talented Voice UI Designer to join our Self-service and AI team. This role combines conversational design expertise with technical implementation skills to create exceptional voice and chat experiences for our customers. The ideal candidate will have a deep understanding of voice user interface design, conversational AI, and the Genesys platform ecosystem.

Requirements

3-5 years of experience in voice UI design, conversational AI, or related field
Proven experience with IVR design and implementation
Strong understanding of speech recognition, natural language processing, and intent detection technologies
Experience with Genesys platform or similar contact center technologies
Proficiency in creating conversation flows and dialogue management
Knowledge of bot development platforms and AI/ML technologies
Understanding of API integration and technical architecture principles
Experience with customer workshop facilitation and solution presentation
Ability to translate business requirements into technical specifications
Excellent communication and presentation abilities
Strong analytical and problem-solving skills
Customer-focused mindset with ability to understand complex business needs
Collaborative approach with cross-functional teams
Adaptability to evolving technologies and methodologies

Nice To Haves

Experience with Genesys Cloud, PureEngage, or PureConnect platforms
Background in UX/UI design principles
Certification in conversational design or voice user interface design
Experience with Agile/Scrum methodologies
Previous consulting or professional services experience
Knowledge of additional languages for global customer support

Responsibilities

Lead discovery processes within the Self-service and AI team to understand customer needs and identify optimal self-service solutions
Conduct customer workshops to design tailored solutions leveraging Genesys and third-party products
Document and estimate self-service solutions with attention to technical feasibility and business requirements
Create and maintain sophisticated conversational design flows that optimize for intent detection, speech recognition, and directed dialogue
Design seamless handoff experiences from automated systems to human agents
Develop IVR solutions, bots, and routing applications for both speech and chat interactions
Collaborate with Genesys technical teams and business partners throughout the development lifecycle
Present and demonstrate proposed IVR solutions to stakeholders and clients
Adjust and update solution logic based on feedback and requirements changes
Conduct knowledge transfer sessions upon project completion
Facilitate solution adoption and ensure client success
Stay current with evolving Genesys self-service technology and third-party bot platforms
Maintain expertise in AI technologies supported by professional services
Provide feedback to product teams regarding APIs, product features, documentation, and architectural improvements
Contribute to best practices and methodology development
Create accurate development effort estimates in partnership with sales teams, engagement directors, and project managers
Collaborate effectively with cross-functional teams including sales, technical implementation, and regional management
Contribute as a team player while maintaining high standards for deliverable quality