Sr. Conversational AI 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.

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 for 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 requirements 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

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