Staff User Experience Designer, Conversational AI

Genesys•Raleigh, NC

4d•$146,500 - $257,700

About The Position

The Staff User Experience Designer, Conversational AI, shapes how customers interact directly with AI across voice and digital experiences at Genesys. The role owns experience direction across complex conversational AI challenges, combining UX expertise, conversation or service design, and rigorous user research. It connects individual AI interactions to broader customer journeys, business processes, human handoffs, context, tools, policies, automation, and other AI experiences so customers can complete meaningful tasks with greater clarity, confidence, and control. As part of Genesys Design, a multidisciplinary organization of roughly 100 designers, researchers, educators, and operations specialists, the designer partners with product managers, engineers, researchers, data scientists, AI specialists, and design leaders. The role influences strategy across teams, identifies patterns extending beyond individual products, and translates customer evidence into principles and frameworks for more coherent experiences. Through hands-on leadership, mentorship, and cross-functional partnership, the designer helps teams make empathetic decisions around shared customer outcomes and raises the quality of conversational AI experiences across Genesys.

Requirements

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.
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.
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.

Nice To Haves

Experience designing AI, NLU, LLM-based, generative AI, agentic AI, automation, virtual agent, or complex decision-support products.
Experience shaping conversational experiences spanning 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.

Responsibilities

Lead research and discovery across complex and emerging conversational AI problem spaces, using customer evidence to influence prioritization and product direction.
Shape end-to-end experience direction for customer interactions with AI across structured dialogue, generative conversation, and increasingly agentic experiences.
Drive alignment across design, product, engineering, research, data science, and AI teams, turning ambiguous 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, including 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.
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 AI interactions.
Influence senior stakeholders through narratives connecting 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.