UX Researcher

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.

Summary:

At Genesys, we believe great products start with understanding people. As a UX Researcher, you’ll help teams make confident, evidence-based decisions by leading research across scoped product challenges. You’ll partner closely with Product Management, Design, Engineering, and Analytics teams in agile product cycles, balancing rigor with speed to uncover meaningful customer insights.

This role is ideal for someone who enjoys researching complex enterprise problems, working with enterprise users, and helping teams improve experiences based on real customer needs.

Team Overview:

Our global UX organisation includes more than 100 professionals across design, research, education, and operations. We value collaboration, curiosity, and continuous learning.

You’ll be embedded within a Genesys Cloud product team focused on digital customer engagement experiences across channels such as web messaging, social messaging, and other digital touchpoints. Together with cross-functional partners, you’ll help improve experiences for contact centre agents and the customers they support.

Responsibilities:

• Lead end-to-end research studies including planning, execution, synthesis, and recommendations.
• Partner with Product, Design, Engineering, and Analytics teams to support agile product decisions.
• Choose appropriate research methods based on timelines, constraints, and decision needs.
• Conduct qualitative and evaluative research including interviews, usability studies, concept testing, and rapid feedback sessions.
• Recruit and engage technical participants such as admins, analysts, and data-focused users.
• Translate findings into actionable recommendations tied to customer and business outcomes.
• Map workflows and identify friction points across complex systems, integrations, and user journeys.
• Maintain clear documentation and reusable research artifacts in shared tools and repositories.
• Help teams navigate ambiguity by reframing problems into testable questions and practical next steps.

Minimum Requirements:

• 2-4 years of UX or product research experience.
• Hands-on exposure to qualitative methods and baseline quantitative and behavioural interpretation skills.
• Familiarity with research and collaboration tools such as Dovetail, Maze/Rally, Jira, Confluence, FigJam, and Figma.
• Proven ability to plan studies effectively while prioritizing participant experience and research integrity in line with ethical standards.
• Working knowledge of analytics and instrumentation fundamentals including events, sessions, and data quality concepts.
• Systems-thinking skills with the ability to understand complex workflows and integrations.
• Ability to synthesize findings into clear, evidence-based recommendations.
• Excellent communication, storytelling, and stakeholder collaboration skills.

Desired Requirements:

• Experience in SaaS, contact centre enterprise software, digital engagement, messaging, social, or omnichannel customer experience products.
• Experience conducting research with customer service agents or customers using digital engagement channels such as web messaging, email, social messaging, or asynchronous messaging.
• Familiarity with digital customer engagement workflows, including channel management, routing, conversation management, or customer self-service.

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 leave, along with supportive leave options designed for every stage of life.

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. 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[email protected].

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.