Staff User Experience Designer

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.

As a Staff UX Designer, you will play a critical role in shaping user experiences by connecting user insights, design patterns, product requirements, and business goals. In this individual contributor role, you will serve as a trusted expert, both tactically and strategically, guiding designers and cross-functional partners in Product Management and Engineering. You will lead complex projects, mentor team members, and collaborate cross-functionally to drive innovation. Your expertise in user-centered design principles, communication, and problem-solving will help create seamless and effective experiences for users.

About the Team

You will be part of a dynamic UX organization of nearly 100 professionals, including researchers, educators, and designers with expertise across discovery, concepting, and high-fidelity UI design. Your immediate team consists of 10 designers dedicated to enhancing how administrators author customer experiences and automate workflows. This team works on AI-powered tools, including Copilots and features designed to optimize LLM (Large Language Model) capabilities for administrators.

Key Responsibilities

• Manage Design Projects – Oversee the design process for major projects, including defining problem statements, assessing research needs, reviewing and critiquing designs, delegating tasks, and directly designing complex aspects when necessary. Ensure successful implementation into production.

• Navigate Autonomy & Ambiguity – Exercise independent judgment to manage ambiguity, identifying key moments to escalate issues to leadership or cross-functional partners. Develop scalable solutions for design and organizational challenges.

• Mentor & Develop the Team – Provide coaching and mentorship to other designers, fostering a culture of high performance, rigor, and continuous learning.

• Cross-functional Collaboration – Partner with Product Management, Engineering, and Business Leaders to integrate design strategy into product roadmaps. Clearly articulate design concepts and insights through presentations and storytelling, influencing stakeholders at all levels.

• Drive Business & User Impact – Lead with a user-centered mindset, developing design strategies aligned with business objectives and key performance indicators (KPIs).

• Continuous Improvement – Contribute to enhancing team processes and rituals, such as sprint planning and design critiques, to improve overall efficiency, collaboration, and design quality.

Required Qualifications

• Experience: 6+ years in User Experience (UX) Design, with hands-on involvement in the full product development lifecycle for web or software applications.

• Education: Bachelor’s or Master’s degree in Design, Human-Computer Interaction (HCI), Interaction Design, or a related field, or equivalent practical experience.

• Technical Skills:

  • Proficiency in Figma and design systems.

  • Experience with low-fidelity collaboration tools like Miro and FigJam.

  • Skilled in applying usability and generative research methodologies.

• Cross-functional Experience: Proven ability to work closely with development teams and product management to define product strategy, influence direction, and successfully launch designs.

• Communication & Storytelling: Strong ability to communicate design rationales, conceptual ideas, and strategic insights effectively through visual, verbal, and written formats, tailored for diverse audiences.

Preferred Qualifications

• Experience designing for enterprise-level applications, services, or platforms, particularly in the support or call center industr