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.

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.

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.

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.

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