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 OverviewWe 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 ResponsibilitiesDiscovery & Solution DesignLead discovery processes within the Self-service and AI team to understand customer needs and identify optimal self-service solutionsConduct customer workshops to design tailored solutions leveraging Genesys and third-party productsDocument and estimate self-service solutions with attention to technical feasibility and business requirementsConversational Design & DevelopmentCreate and maintain sophisticated conversational design flows that optimize for intent detection, speech recognition, and directed dialogueDesign seamless handoff experiences from automated systems to human agentsDevelop IVR solutions, bots, and routing applications for both speech and chat interactionsCollaborate with Genesys technical teams and business partners throughout the development lifecycleClient Engagement & PresentationPresent and demonstrate proposed IVR solutions to stakeholders and clientsAdjust and update solution logic based on feedback and requirements changesConduct knowledge transfer sessions upon project completionFacilitate solution adoption and ensure client successTechnical Excellence & InnovationStay current with evolving Genesys self-service technology and third-party bot platformsMaintain expertise in AI technologies supported by professional servicesProvide feedback to product teams regarding APIs, product features, documentation, and architectural improvementsContribute to best practices and methodology developmentProject Management & CollaborationCreate accurate development effort estimates in partnership with sales teams, engagement directors, and project managersCollaborate effectively with cross-functional teams including sales, technical implementation, and regional managementContribute as a team player while maintaining high standards for deliverable qualityRequired QualificationsExperience & Skills3-5 years of experience in voice UI design, conversational AI, or related fieldProven experience with IVR design and implementationStrong understanding of speech recognition, natural language processing, and intent detection technologiesExperience with Genesys platform or similar contact center technologiesProficiency in creating conversation flows and dialogue managementTechnical CompetenciesKnowledge of bot development platforms and AI/ML technologiesUnderstanding of API integration and technical architecture principlesExperience with customer workshop facilitation and solution presentationAbility to translate business requirements into technical specificationsSoft SkillsExcellent communication and presentation abilitiesStrong analytical and problem-solving skillsCustomer-focused mindset with ability to understand complex business needsCollaborative approach with cross-functional teamsAdaptability to evolving technologies and methodologiesPreferred QualificationsExperience with Genesys Cloud, PureEngage, or PureConnect platformsBackground in UX/UI design principlesCertification in conversational design or voice user interface designExperience with Agile/Scrum methodologiesPrevious consulting or professional services experienceKnowledge of additional languages for global customer supportWhat We OfferOpportunity to work with cutting-edge conversational AI technologiesCollaborative environment with industry expertsProfessional development opportunities and technology trainingExposure to diverse client challenges across multiple industriesCompetitive compensation and comprehensive benefits packageCompensation:This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities. $104,700.00 - $194,300.00Benefits:Medical, Dental, and Vision Insurance. Telehealth coverageFlexible work schedules and work from home opportunitiesDevelopment and career growth opportunitiesOpen Time Off in addition to 10 paid holidays401(k) matching programAdoption AssistanceFertility treatmentsClick here to view a summary overview of our Benefits. If a Genesys employee referred you, please use the link they sent you to apply.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.
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