📁
Research and Development
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210002GC Requisition #

 

At the root of Genesys is empathy, or our passion for our customers, users, and employees—it's the basis for how we operate. As a UX Research Manager at Genesys, you’ll be helping create a whole new genre within the Customer Experience industry, Experience as a Service.

 

As the UX Researcher, you’ll help build the next-generation, cloud-based customer experience platform. This role works with an outstanding group of designers, product managers, and engineers across the globe to design, build, and deliver intuitive and elegant experiences. This role will be responsible for creating compelling and delightful experiences through mixed methodologies and best practices.

As a member of the team, you can work collaboratively and autonomously. As a confident communicator, you can work laterally to engage with senior stakeholders across the different disciplines with ease.

This role is open to remote candidates located in the United States.

 

Why Genesys needs you:

We are investing one billion dollars in R&D over the next four years and need the right individuals to turn that investment into innovation. Genesys is bringing that innovation to customers through multi-cloud deployments in AWS, Azure, and Google Cloud.

 

Connections matter, at certain times with greater urgency. Whenever the moment, our technology facilitates those connections creating an experience as a service. Our team members own their critical services and words like scalability, resiliency, and automation are at the heart of every line of code we write. As we continue to grow, we are now seeking a UX Researcher to help shape the future of the practice and be an advocate for human insight across Genesys

What you’ll do:

  • Lead critical research efforts and conduct mixed-methods studies that deepen our understanding of the user experience and drive product strategy.
  • Work in a highly collaborative environment as a strategic partner to product managers, designers, and engineers to define both the long-term strategy and the short-term tactics for our experiences by grounding decisions in user-based insights.
  • Prioritize research needs and approaches across multiple work streams to work on the right project, scale, and scope at the right time and ensure impact by delivering actionable insights.
  • Disseminate research insights to evolve and enhance Genesys’ understanding of user needs.
  • Partner with other researchers to help shapes Genesys’ research practice and infrastructure.
  • Represent Genesys within the wider UX community, for instance, by publishing articles on behalf of Genesys and presenting at conferences as a Genesys discipline leader.

 

What you’ll bring to the role:

  • 5+ years of relevant user research experience in a product-focused setting.
  • You’ve got a desire to do hands-on research, from planning and recruiting to analysis and insights delivery.
  • You relentlessly focus on users and solving for their needs and wants.
  • You can conduct complex research at scale and demonstrate the use of a variety of research methods.
  • You’ve knowledge of a broad range of research methods, and the excitement to share and continue to develop your knowledge.
  • You understand the balance between scrappy and rigorous research while working with urgency and focus and adapting methodological rigor as needed.
  • You’ve experience shaping products by executing impactful research and socializing and driving impact from insights.
  • You’ve to experience collaborating with multi-disciplinary teams.
  • You’ve experienced storytelling to communicate impactfully with diverse stakeholders.
  • You demonstrate strong strategic, analytical, and creative skills.
  • You can balance working with urgency and focus with methodological rigor and adapt as needed.
  • You’ve excellent written and verbal communication skills and use them to effectively roll out large-scale research programs.
  • You’re comfortable with ambiguity yet have an unstoppable drive to create order out of chaos.

Preferred experience:

  • Experience in Enterprise SaaS.
  • Experience in Support and/or Contact Center business models.

 

Special requirements

  • Must be willing to travel up to 20% (exceptions due to COVID-19).
  • Ability to travel internationally.

 

About Genesys

Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a ServiceSM so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys CloudTM, an all-in-one solution and the world’s leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility. Visit www.genesys.com. 

 

Genesys is an equal opportunity employer committed to diversity 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.#LI-DK1

Covid-19

Safety for our employees and our communities is a key priority for Genesys. We continue to experience rapid growth during the Covid-19 pandemic and are conducting remote hiring and onboarding processes. All hiring and onboarding processes are being conducted remotely at this time. We utilize Zoom video meetings and phone calls during the interview process. We will be working remotely through at least December 31, 2021, in most locations, and we are re-evaluating the opening date of all the Genesys offices on an ongoing basis. 


About Genesys:

Every year, Genesys® orchestrates more than 70 billion remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service℠, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit www.genesys.com.


Genesys is an equal opportunity employer committed to diversity 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.

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