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

At Genesys, we empower over 7,500 organizations across 100+ countries to deliver exceptional customer and employee experiences. Through Genesys Cloud, our leading AI-powered experience orchestration platform, we enable organizations of all sizes to provide empathetic, personalized interactions at scale.

About the SS&AI Team

Our Self Service and Artificial Intelligence (SS&AI) Team specializes in the design, development, and testing of customized self-service Interactive Voice Response (IVR) and AI-driven bot applications across Genesys platforms. In this senior role, you’ll leverage the latest AI technologies and partner with leading platforms like Google, Amazon, and Nuance to create top-tier customer experience (CX) solutions.

As a Conversational Designer, you’ll lead efforts to deliver high-quality, enterprise-level voicebot and chatbot solutions, working closely with customers, sales teams, and Agile teams. Your role will include hands-on design, client workshops, training, and knowledge transfer, guiding clients through every phase, from discovery to deployment.

Key Responsibilities

• Customer Discovery & Consultation

  • Lead SS&AI team in customer discovery to understand needs, document solutions, and estimate self-service projects.

  • Facilitate workshops with clients to design tailored solutions using Genesys and third-party products.

• Conversational Design

  • Develop conversational design flows that align with customer expectations, covering intent detection, speech recognition, directed dialogue, and escalation to human agents.

  • Present and adjust IVR flows as needed, ensuring solutions meet customer requirements and knowledge transfer is conducted post-engagement.

• Development & Collaboration

  • Design, develop, and maintain bots, IVRs, and routing applications for speech and chat interactions.

  • Collaborate with Genesys technical teams and business partners to optimize bot and IVR application integration with Genesys Cloud and third-party platforms.

  • Provide accurate development estimates in partnership with sales and project managers.

• Continuous Learning

  • Stay up to date with Genesys self-service technologies, third-party bot platforms, and the latest AI technologies.

Qualifications

• Technical Expertise

  • 5+ years of hands-on experience with bot conversation design, including enterprise-level voicebot applications.

  • Proficient in designing IVR solutions using tools such as Genesys Architect, Dialog Engine, Google Dialogflow, Amazon Lex, and Nuance Mix.

• Additional Skills (Preferred but not required)

  • Experience with grammar development or collaboration with speech scientists.

  • Familiarity with speech recognition engines and bot deployment architecture.

  • Certifications in GCP, AWS, or Genesys Cloud are a plus.

Compensation:

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.  

Benefits:

• Medical, Dental, and Vision Insurance. 

• Telehealth coverage

• Flexible work schedules and work from home opportunities

• Development and career growth opportunities

• Open Time Off in addition to 10 paid holidays

• 401(k) matching program

• Adoption Assistance

• Fertility treatments

More details about our company benefits can be found at the following link: https://mygenesysbenefits.com

If a Genesys employee referred you, please use the link they sent you to apply.

About Genesys:

Genesys empowers more than 8,000 organizations in over 100 countries 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, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit www.genesys.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may reach out to HR@genesys.com. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting.

This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.

Genesys is an equal opportunity employer committed to equity 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.