Genesys
Sr. Conversational AI Designer – Genesys
Genesys empowers organizations worldwide 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, driving customer loyalty, workforce engagement, efficiency and operational improvements.
Genesys employs more than 6,000 people across the globe who embrace empathy and collaborate to succeed. While we offer benefits and perks comparable to larger tech companies, our employees have the independence to create impact and take ownership of their work. Join the team and help shape the future of customer experience.
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.
Key Responsibilities Discovery & Solution Design
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.
Conversational Design & Development
Create and maintain sophisticated conversational design flows that optimize 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.
Client Engagement & Presentation
Present and demonstrate proposed IVR solutions to stakeholders and clients.
Adjust and update solution logic based on feedback and requirement changes.
Conduct knowledge transfer sessions upon project completion.
Facilitate solution adoption and ensure client success.
Technical Excellence & Innovation
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.
Project Management & Collaboration
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.
Required Qualifications Experience & Skills
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.
Technical Competencies
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.
Soft Skills
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.
Preferred Qualifications
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.
What We Offer
Opportunity to work with cutting‑edge conversational AI technologies.
Collaborative environment with industry experts.
Professional development opportunities and technology training.
Exposure to diverse client challenges across multiple industries.
Competitive compensation and comprehensive benefits package.
Compensation Market‑competitive salary with an anticipated base compensation range of $104,700.00 – $194,300.00. The role may also be eligible for commission or performance‑based bonus opportunities.
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.
Reasonable Accommodations If you require a reasonable accommodation to complete any part of the application process, please contact reasonable.accommodations@genesys.com. You can expect a response within 24–48 hours.
EEO Statement 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.
Seniority level Not Applicable
Employment type Full‑time
Job function Design, Art/Creative, and Information Technology
Industries IT Services and IT Consulting and Software Development
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Genesys employs more than 6,000 people across the globe who embrace empathy and collaborate to succeed. While we offer benefits and perks comparable to larger tech companies, our employees have the independence to create impact and take ownership of their work. Join the team and help shape the future of customer experience.
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.
Key Responsibilities Discovery & Solution Design
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.
Conversational Design & Development
Create and maintain sophisticated conversational design flows that optimize 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.
Client Engagement & Presentation
Present and demonstrate proposed IVR solutions to stakeholders and clients.
Adjust and update solution logic based on feedback and requirement changes.
Conduct knowledge transfer sessions upon project completion.
Facilitate solution adoption and ensure client success.
Technical Excellence & Innovation
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.
Project Management & Collaboration
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.
Required Qualifications Experience & Skills
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.
Technical Competencies
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.
Soft Skills
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.
Preferred Qualifications
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.
What We Offer
Opportunity to work with cutting‑edge conversational AI technologies.
Collaborative environment with industry experts.
Professional development opportunities and technology training.
Exposure to diverse client challenges across multiple industries.
Competitive compensation and comprehensive benefits package.
Compensation Market‑competitive salary with an anticipated base compensation range of $104,700.00 – $194,300.00. The role may also be eligible for commission or performance‑based bonus opportunities.
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.
Reasonable Accommodations If you require a reasonable accommodation to complete any part of the application process, please contact reasonable.accommodations@genesys.com. You can expect a response within 24–48 hours.
EEO Statement 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.
Seniority level Not Applicable
Employment type Full‑time
Job function Design, Art/Creative, and Information Technology
Industries IT Services and IT Consulting and Software Development
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