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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.
Conversational AI – Player-Coach
As a UX Design Manager focused on Conversational AI, you will be a player-coach, combining hands-on design leadership with responsibility for leading and developing a small team of designers. Your team will shape how end customers interact directly with AI across voice and digital channels, from structured dialogue through to generative and increasingly agentic experiences. As a player-coach, you will remain close to the craft: shaping experience direction, contributing to research and design, and leading selected complex or ambiguous problems, while coaching and developing designers to do their best work. This is not a traditional management role where you step away from the craft. You will know when to lead directly, when to work alongside a designer, and when to step back and enable others to lead.
Team:
You will be part of Genesys Design, a roughly 100-person team of designers, researchers, educators, and operations specialists.
You will lead a small team of designers focused on crafting powerful virtual agents and agentic products across conversation, automation, and AI-assisted workflows.
You will partner closely with Product, Engineering, Research, Data Science, AI, and Design to shape experience direction and deliver high-quality work.
Key Responsibilities:
Hands-on Design Leadership:
Lead selected complex, ambiguous, or strategic end-customer Conversational AI problems from discovery through experience definition and validation.
Contribute hands-on to research, exploration, prototyping, and conversational design where your expertise creates the greatest impact.
Shape experience direction across related work and help designers connect individual decisions to broader customer, business, and system goals.
Provide critique and guidance while enabling designers to retain meaningful ownership of their work.
People Leadership and Development:
Manage, coach, and develop a small team of designers, supporting their performance, growth, and career development.
Set clear expectations and provide regular, actionable feedback.
Understand individual strengths, development needs, and capacity to effectively allocate work and growth opportunities.
Create an environment where designers can navigate ambiguity, challenge assumptions, experiment, take ownership, and produce their best work.
Participate in hiring, onboarding, performance management, talent development, and workforce planning as required.
Research-Led Discovery:
Ensure the team's work is grounded in a strong understanding of end-customer needs, behaviours, and real-world contexts.
Personally lead or participate in research where the problem is particularly ambiguous, strategic, or important to the direction of the team.
Coach designers to translate research and evidence into experience and product direction, identifying patterns and opportunities across initiatives.
Conversational, Voice and Digital Experience Leadership:
Guide the design of how AI interacts with end customers across understanding, multi-turn dialogue, context, action, recovery, escalation, human handoff, trust, and user control.
Help the team make deliberate choices between structured, generative, and agentic interactions based on customer need, context, risk, and system capability.
Lead experience direction across voice and digital conversations, ensuring the team considers the complete customer interaction rather than individual features or dialogue alone.
Bring sufficient Voice UX depth to provide credible direction and critique across areas such as turn-taking, latency, interruption, pacing, tone, recovery, and conversational naturalness, while developing the team's capability in these areas.
Partner with Engineering and AI specialists to understand how emerging technical capabilities affect the customer experience.
Establish ways to prototype, research, and evaluate real conversations so quality is assessed through the experience customers actually have.
Direction, Planning and Cross-Functional Leadership:
Partner with Product, Engineering, and Design to establish priorities and connect initiatives to broader customer, product, and business goals.
Manage design capacity and allocation while ensuring sufficient space for discovery, research, experimentation, and longer-term experience thinking.
Bring clarity to ambiguous priorities and ownership, identifying dependencies, risks, and opportunities across the team's work.
Represent both the team's work and the customer perspective in product planning and decision-making.
Raise experience quality through critique, coaching, and practices that help the team work more effectively.
Requirements:
8+ years of experience in UX design, conversation design, service design, user research, content design, customer experience, or a related field.
Experience formally managing or leading designers, including coaching, feedback, development, and work allocation.
Demonstrated ability to operate as a player-coach, combining hands-on design with people leadership and development.
Deep experience solving complex and ambiguous UX problems and shaping experience direction across connected work.
Experience using research to shape product and design direction.
Experience defining end-customer conversational or AI-driven experiences across voice, digital, or both, including multi-turn interactions, clarification, recovery, context, and escalation.
Strong Conversational and Voice UX expertise, with the ability to provide credible direction, critique, and coaching.
Understanding of AI and voice technologies such as speech recognition, text-to-speech, NLU, LLMs, streaming, and agentic systems.
Strong communication, storytelling, facilitation, and stakeholder management skills.
A portfolio demonstrating strong UX craft, research-informed decision-making, complex problem-solving, and design leadership.
What Success Looks Like:
You balance hands-on design leadership with creating the ownership, direction, and coaching your team needs to do its best work.
Your team consistently creates high-quality voice and digital Conversational AI experiences grounded in customer evidence and strong design judgement.
Research and UX insight influence what the team builds, not simply how predefined solutions are designed.
You create greater coherence across the team's work while growing designers' capability, confidence, autonomy, and impact.
Our Benefits:
At Genesys , we’re committed to supporting your well-being, growth, and work–life balance. Our comprehensive benefits package includes:
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
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. Genesys Cloud™ is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built-in governance and control. 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.ai.
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 .
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.