Sr. AI Conversational 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

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 …